Customer Service Representative (Email and Chat)
About Us
Helpware is a technology-driven company with offices in Uganda, 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.
Our Uganda team is growing and we're looking for Customer Service Representatives to join us.
Position Summary:
If you’re a problem solver and have ease in connecting with customers, this is the role for you!
You exceed their expectations with your guidance, knowledge, and real passion for technology.
You’re enamored by the way things operate and can figure out how technology works when things go wrong. You have excellent verbal and written communication skills, as well as the ability to effectively prioritize and manage your time. You can multitask across systems and applications, analyze, isolate and resolve a variety of complex technical issues, and comfortably navigate a technical environment. You effortlessly engage, explaining step by step solutions with patience and an approach tailored to each individual customer. You’re not only here to help fix technical issues but also provide incredible customer experience.
Required Skills:
- You are strong in spoken and written English (at least C1)
- Minimum 1-year professional customer service experience or equivalent customer facing role
- Experience supporting customers via e-mail, and/or chat
- Passion for customer service and ownership of customer experience including comprehensive issue resolution
- Able to effectively tailor communication and style to different audiences
- Able to self-manage and work independently in a fast-paced, constantly changing environment
- Organized and detail-oriented, able to recognize patterns
- Thrives on a team where expertise is shared and feedback is welcomed
- Solution and satisfaction driven, being able to discern when to provide compensation
- Knowledge of Office 360
- Experience with Zendesk, ServiceDesk or Freshdesk
- Able to meet minimum typing speed of 40 WPM while chatting with customers
- Interested in ecommerce with possible previous experience in leading ecommerce clients