Customer Service Representative (phone and email)
About Us
Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.
Tillful is a startup. They started by creating their own alternative credit score that leverages real-time data and machine learning to give small business owners a better picture of their financial health. It also tracks closer to a true picture of risk, which we use to increase access to capital for creditworthy small businesses who aren’t seen that way by the traditional credit system. It’s the same technology that they’ve deployed for some of the world’s top institutions, including ING Bank via their parent company, Flowcast.
Our Philippines team is growing and we're looking for experienced Customer Support Representatives to join our Helpware team.
Position Summary:
As a Customer Support Representative, you will serve as the first point of contact to customers and must be focused on providing an excellent customer experience at all times. In addition, this person must have the confidence to make quick and accurate decisions, use independent judgment on unfamiliar customer needs, foster great customer relationships and have the ability to determine when inquiries should be escalated.
Primary Responsibilities:
- Providing customer support through phone and email.
- Providing proper documentation on customer interactions or incidences
- Attend social media including but not limited to Twitter, Instagram, Facebook, and Linked Stream
- General operations and administrative tasks
- Ensuring KPIs and Targets are met including but not limited to CSAT, NPS, Quality, AHT , Tickets and Calls per day.
Qualifications:
- Must be at least 18 years of age
- Must be able to work full time, 40 hrs per week
- Must be able to work on a rotating schedule and weekends/holidays
- Good English communication skills both written and verbal
- Experience with a ticketing system, preferably Hubspot
- A high-level technical ability is preferred
- Supporting a web-based SaaS application is a plus.