Customer support agent

Summary

Join Planner 5D, a global leader in home design software, as a Customer Support Agent! You will provide exceptional customer service via live chat, resolving issues efficiently and adhering to SLAs. Your responsibilities include investigating and resolving customer issues, contributing ideas to improve support, escalating feedback to management, and representing the brand positively. You'll need fluent English, strong problem-solving skills, and customer service experience. We offer attractive compensation, flexible remote work, investment in training, paid time off, and additional perks.

Requirements

• Fluent in spoken and written English
• Quick and efficient problem-solving ability
• Can-do attitude
• Comfortable taking on ownership and responsibility of issues until resolution or escalation
• Experience in customer service, support or similar
• Outstanding customer service skills: ability to be empathetic, accurate, conscientious, responsive, inventive, and diligent
• Ability to present complex ideas in user-friendly language
• Skills to “sell
• Capability to understand customers’ problems, get to the very bottom of it and offer a flawless solution for their outstanding needs
• Being a technical specialist is not required, but you would need to grasp technical issues and understand their impact on the service being delivered to customers
• Experience working with any CRM/Project Management tool
• Ability to perform basic computer/system troubleshooting tasks

Responsibilities

• Using a live chat system, you will respond to customers in an efficient and timely manner
• Deliver outstanding customer service whilst adhering to operational SLAs and Customer Satisfaction targets
• Investigate and resolve customer issues quickly and efficiently
• Contribute and share ideas to improve the quality & speed of P5D customer support
• Understand, research and escalate our customers’ feedback to management
• Represent the brand. As the voice of P5D you’ll always provide an engaging and positive customer experience
• Know P5D product inside and out so that you can answer questions
• Work the day shifts between 9.00 - 21.00 EEST

Benefits

• Attractive compensation. Our goal is to ensure that our team members are financially comfortable, and we are open to any salary negotiations
• Balance of freedom and responsibility in the position. We believe in empowering our team members and allowing them to take ownership of their work. We won't micromanage, and instead trust our team to operate independently
• Investment in education and training. We support the professional development of our team members and are willing to allocate funds toward their training expenses
• Paid Time Off, 20 days of yearly vacation time
• Additional perks such as discounts on car rentals, coworking spaces, work management tools, and immigration support
• The flexibility to work from anywhere in the world through remote means