Remote Customer Support Specialist

Summary

The job is for a Customer Support Specialist at Deel, a global company that helps businesses hire talent across the world. The role involves providing customer support, troubleshooting issues, and continuously learning about the Deel platform. The position is contract-based and may require working during non-core business hours.

Requirements

• Preferred experience in BPO, Call Centers or Customer Facing Teams
• Fluent in both written and verbal English and Mandarin
• Ability to work across multiple platforms, providing customer support using voice calls, live chats, email and social media
• Have an ‘Outcome oriented mindset’ with the quick ability to research and investigate
• Demonstrated high ability in providing customer satisfaction through empathy and problem solving
• Have previously embraced remote work, capable of working independently and self-motivated
• Experience working within a Global SaaS company would be highly regarded
• Zendesk experience is preferred
• Use initiative in identifying trends and/or process improvements
• Being adherent and flexible to internal processes and procedures
• Being open-minded and willing to accept feedback, whether positive or constructive
• Demonstrate exceptional proactiveness, seamlessly collaborates with team members, and take full ownership of tasks to drive efficient and successful outcomes
• Collaborate with the direct manager to resolve customer escalations within the agreed timeline. Communicating and coordinating with colleagues as necessary

Responsibilities

• Hold high levels of professionalism and Deel product knowledge
• Use a consultative and empathetic approach in delivering customer support resulting in positive customer experience
• Efficiently work through tickets via voice calls, live chats, email and social media channels
• Demonstrate strong ownership in issue resolution by providing best efforts to investigate, share knowledge, and communicate clearly with all customers
• Continually learn the Deel platform, keeping up to date with product features and changes
• Open communication with internal team members and business operations to help optimize and support workflows
• Specialize in different account topics and become a subject matter expert
• Communicate with customers through various channels (includes, but not limited to chat, email, phone, hangouts etc)
• Processing orders, forms, applications, and requests
• Deliver efficient troubleshooting and query resolution
• Identify, qualify and overcome customer objections
• Keeping records of customer interactions, transactions, comments, and complaints
• Providing feedback on the efficiency of the customer service process
• Meet deadlines in a fast paced environment
• Manage and exceed multiple performance related targets
• Participate in on-going product training and process upskilling

Benefits

• Provided computer equipment tailored to your role
• Stock grant opportunities dependent on your role, employment status and location
• Additional perks and benefits based on your employment status and country
• The flexibility of remote work, including WeWork access where available