Customer Support Specialist

Summary

Join Deel, a rapidly growing global payroll and HR platform, and become a crucial part of our customer support team. You will provide exceptional support to customers through various channels, resolving issues efficiently and empathetically. This role requires strong communication skills, problem-solving abilities, and the ability to work independently in a remote environment. You will be responsible for managing multiple tasks, meeting deadlines, and continually learning about our platform. Deel offers a dynamic and inclusive work environment with opportunities for professional growth and development. We are committed to providing fair compensation and benefits, including stock grant opportunities and flexible remote work options.

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
• Participate in on-going product training and process upskilling
• 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

• Holding high levels of professionalism and Deel product knowledge
• Using 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
• Communicating 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

Preferred Qualifications

• Preferred experience in BPO, Call Centres or Customer Facing Teams
• Zendesk experience is preferred

Benefits

• 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 optional WeWork access