Customer Service Representative for Zappy | Remote SA

Overview:

As a Customer Service Representative at Zappy, you will be a key player in delivering outstanding support to our clients, ensuring their satisfaction and fostering long-term relationships. This is a Remote (work from home) position.

Key Responsibilities:

Customer Assistance:

• Provide timely and effective support to clients via phone, email, chat, and CRM platforms.
• Address customer inquiries, concerns, and issues with professionalism and a focus on customer satisfaction.

Quality Control:

• Monitor and evaluate customer interactions to ensure service quality meets or exceeds company standards.
• Participate in quality assurance initiatives and training programs.

Technical Support:

• Troubleshoot and resolve technical issues related to our services and systems.
• Collaborate with internal teams to escalate and resolve complex technical problems.

Documentation:

• Maintain accurate records of customer interactions, technical issues, and resolutions.
• Contribute to the creation and updating of knowledge base articles and support documentation.

Process Optimization:

• Identify opportunities to improve customer support processes and enhance efficiency.
• Work with team members and management to implement process improvements.

Client Communication:

• Communicate effectively with clients to understand their needs and expectations.
• Provide regular updates and feedback to clients regarding the status of their issues.

Adaptability:

• Adapt to changing business needs and priorities.

Qualifications:

• Professional fluency in English.
• Strong organizational and multitasking skills.
• Bachelor’s degree (preferred but not required).
• Excellent communication and interpersonal skills.
• Minimum of 3 years of experience in customer support, preferably in a BPO environment.
• Ability to handle confidential information with discretion.

Why Zappy?

At Zappy, we are dedicated to empowering businesses to reach their full potential. Our teams are integral to our clients’ success, providing support across various domains including customer service, operations, and technical solutions. Zappy offers competitive compensation, fostering a culture that emphasizes diversity, inclusion, and continuous professional development. Join us to be part of a dynamic environment where your growth and contributions are valued.