Customer Care Specialist - Non Voice (Project Based) WFH

The main purpose of the job

We are looking for skilled and knowledgeable customer service experts with great customer communication skills to join our team. We are building a team of fun, passionate and competitive experts. We want individuals who genuinely care about customer experience, are compassionate and are engaging. You will be responsible for providing an outstanding customer experience and act as the campaign ambassador whilst providing solutions and guidance to our customers.

Responsibilities and duties

• Create happy customers. We are all about the customer experience and we are looking for individuals who are passionate about helping customers.

• Provide outstanding service so customers stay longer. We need someone who's enthusiastic and confident in developing positive rapport with each customer. We bring our life experiences, knowledge, and passion for outstanding service to all we do. We personalize every interaction and provide solutions to take care of our customers.

• To build customer loyalty and value through effective account management, and to make recommendations that make sense for our customers with a genuine desire to help.

• Make every effort to meet the Customer Care teams KPIs and targets. Adhere to company policies, procedures, and service level agreements (SLAs) to meet or exceed performance metrics, including response time, resolution time, and customer satisfaction targets.

• Document customer interactions, transactions, and inquiries accurately and efficiently in the designated customer relationship management (CRM) system.

• Handle customer communication, respond to customer inquiries and provide accurate and timely information through non-voice channels, including email, chat, social media platforms, and other written communication channels.

• Identify opportunities for process improvement and provide feedback to enhance the overall customer experience.

• Contribute to a positive and collaborative team environment, sharing knowledge and expertise with colleagues to foster a culture of continuous learning and growth.

• Have fun! Be comfortable in interacting and building relationships with our customers. BE YOURSELF!

Skills and preferred qualifications

• Proven experience in non-voice customer service, preferably in a contact center or similar environment.

• Excellent written communication skills with a strong command of grammar, spelling, and punctuation.

• Ability to empathize with customers, understand their concerns, and provide appropriate solutions in a professional manner.

• Proficiency in using non-voice communication channels, including email, chat, social media platforms, and other written communication platforms.

• Strong problem-solving and decision-making abilities, with a focus on providing effective solutions to customer issues.

• Ability to adapt to a fast-paced and dynamic work environment, multitask effectively, and manage time efficiently.

• Positive energy and can-do attitude

• Confident to have a daily conversation with the campaign heads/clients

• A person with high regard for integrity and diligence.

• Works efficiently with minimal supervision

Requirements:

• WFH - stable internet connection and a backup internet connection

• The conducive working environment for work from home setup

• Can report on-site if unable to work from home

What to expect:

• Pure email - non-voice task

• Work From Home

• They will undergo 1 week of training specific to the queue they will be supporting

• Comfortable with direct client interactions