Bpo Account Management Specialist

Summary

Join our team as a Concierge 2nd Responder Associate and work remotely from Brazil! This full-time role requires managing incoming and existing chat volume, providing excellent customer support, and ensuring ideal account setup. You will troubleshoot platform issues, maintain program knowledge, and adhere to performance indicators. The position involves collaborating with colleagues, providing peer feedback, and potentially participating in new hire training. Flexibility to handle additional hours or shift changes may be required. A KPI Attestation Agreement is needed before employment.

Requirements

KPI Attestation Agreement is required prior to offer

Responsibilities

• Intercept incoming and existing chat volume by responding to customer inquiries and providing accurate, satisfactory answers to their questions and concerns
• Assist your book of business, ensuring ideal account set-up and advocate for product features released by the partner
• Appropriately follow policies, procedures, and escalation and transfer workflow to ensure an effortless resolution
• Attempt to resolve situations involving dissatisfied customers, offering assistance and support
• Review, research, document, and recommend resources in relation to chat insights to improve our partner’s workflows and customer experience
• Guide customers through platform troubleshooting, navigating the partner’s site, community, knowledge base, or ancillary tools and resources
• Maintain essential program knowledge and training requirements that are critical for our partner and their customers related to their products, platform, workflows, tools, and resources
• Review customer and user accounts, providing updates and information regarding policies and procedures
• Adhere to assigned schedule compliance (including peak/seasonal staffing requirements) and on occasion, may be asked to work additional hours outside of your normal scheduled shift or participate in a shift realignment/change to accommodate program-related needs. This may include working federally recognized holidays or providing coverage for teams in other geographies
• Consistently achieve and maintain the minimum program performance by meeting all key performance indicators and metrics within the program; KPI Attestation Agreement is required prior to offer
• Perform program duties and tasks that are within your skill and expertise level as assigned by program management (i.e. new hire shadowing and nesting, peer chat review, recommended resource updates, additional administrative support, etc.)
• Regularly receive internal resource and chat review inquiries in order to provide timely peer-to-peer feedback and recommendations to the partner in the creation of new or updated resources
• At the discretion of your supervisor, may be selected to provide new hire training support in the form of shadowing, peer-to-peer nesting, feedback, and review of new hire material with newer team members
• May flex between program duties and provide ad hoc support for program-specific projects, products, pilots, and queues; some special projects may include chat, phone, virtual meeting support, or account management functions