Customer Support Specialist

Summary

Join Deel, a global leader in international payroll and compliance, and become a crucial part of our rapidly expanding team. As a Customer Support Specialist, you will provide exceptional support to our diverse customer base, utilizing various communication channels. You will efficiently resolve customer issues, maintain detailed records, and contribute to process improvements. This contractor position offers the flexibility of remote work and opportunities for professional growth within a dynamic and innovative company. Deel values diversity and inclusion, offering competitive compensation and benefits, including provided equipment and stock grant opportunities.

Requirements

• Ability to work across multiple platforms, providing customer support using voice calls, live chats, email and social media
• Fluent in written and verbal english communication skills
• 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

Responsibilities

• Maintain 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
• Maintain 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)
• Process orders, forms, applications, and requests
• Deliver efficient troubleshooting and query resolution
• Identify, qualify and overcome customer objections
• Keep records of customer interactions, transactions, comments, and complaints
• Provide 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
• Use initiative in identifying trends and/or process improvements
• Be adherent and flexible to internal processes and procedures
• Be 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

Preferred Qualifications

• Preferred experience in BPO, Call Centres or Customer Facing Teams
• Experience working within a Global SaaS company would be highly regarded
• Zendesk experience is preferred

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