Customer Service Agent for The Daily Maverick | Onsite CT

We are seeking a detail-oriented and organized Customer Service Agent to join our team. In this role, you will handle customer inquiries, resolve issues, and ensure a smooth service experience. You’ll use tools like Freshdesk to manage and track support tickets, collaborating with internal teams to provide timely and effective solutions.

If you have strong communication skills, a problem-solving mindset, and a qualification in a relevant field, we encourage you to apply. This is a great opportunity to build your career in a supportive and professional environment.

Minimum Requirements

• Clear, concise, and professional writing
• Proper grammar, spelling, and punctuation
• Ability to convey empathy and professionalism through text
• Confident verbal communication skills
• Reading Comprehension

Duties and Responsibilities

• Serve as the first line of contact with Maverick Insiders, responding to queries quickly and efficiently
• Communicate and engage with users in a way that will retain Insiders and acquire new members
• Investigate and solve member-related issues
• Manage customer queries in Freshdesk and ensure mailbox is cleared each week
• Update member preferences and membership information
• Extract feedback from support queries and shares insights
• Collate and share direct mailer responses
• Regularly update FAQs and other support documentation
• Train other team members on customer service systems
• Manually process payments when needed
• Record and manage offline membership payments, following up with Insiders where needed
• Execute refunds when required
• Work with finance team to ensure that donations are tracked and offline memberships are created where needed
• Update mailing lists for membership campaigns
• Create and manage offline memberships