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 the Deel platform. Deel offers a competitive compensation package and benefits, including stock grant opportunities and flexible remote work options. This is a contractor position with the possibility of occasional work outside of core business hours.

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