Customer Support Agent

Summary

Join UENI, a company providing affordable, user-friendly solutions for small businesses to establish an online presence and expand their operations. We aim to simplify the process for small businesses to enhance visibility, attract customers, and boost sales. This Customer Service role requires strong communication skills in English and Spanish, experience with ticketing and live chat software, and a passion for delivering exceptional customer experiences. The position is based in Latin America and involves a 40-hour work week with one weekend shift every four weeks. Top performers are rewarded with promotions, salary increases, and performance bonuses. The role involves answering customer inquiries, achieving sales and retention targets, educating customers on UENI's tools, and providing feedback for service improvement.

Requirements

• 2+ years in a Customer Service role responding to large volumes of emails and chats
• Fluency in English and Spanish is a must. Candidates should exhibit advanced proficiency in both verbal and written communication, with the ability to express ideas clearly and confidently
• Experience in ticketing and/or live chat software is a must (Fresh Desk, Zoho Desk, Zen Desk, Happy Fox etc.)
• Strong communication skills, some of our team members are located in other offices
• Genuine desire to create the best customer journey possible
• Able to explain complex concepts in easy-to-understand language

Responsibilities

• Answer a variety of customer queries via different channels, including live chat, e-mail, and phone
• Reach sales & retention targets to ensure the customer experience is maximized
• Educate our growing customer base in the use of our tools and the technology that backs it up
• Become an expert in every aspect of our products & be a true advocate for our customers
• Collate and filter feedback from customers and make suggestions as to how we can improve our service and increase efficiency
• Investigate technical issues and provide ideas for fixes

Preferred Qualifications

Experience working remotely is an advantage

Benefits

Top performers at UENI will be rewarded with promotions, remuneration progression, and performance bonuses