Customer Service Representative (Night Shifts)

We seek a highly motivated and dedicated Customer Service Representative (CSR) to join our dynamic shared team. The ideal candidate will provide exceptional support across six diverse projects, ensuring high-quality service 24/7 through various communication channels, including chats, emails, calls etc. Our projects range from an online English teaching platform to an online email template editor to full-service temperature monitoring devices.
Requirements:
– Proficiency in English (B2 level or higher), with excellent spoken skills.
– Strong empathy and the ability to understand customer needs.
– Quick learning ability and adaptability to new workflows and tools.
– Basic technical skills and logical thinking for troubleshooting.
– Strong team collaboration skills.
– High resistance to stress and the ability to maintain various communication channels simultaneously.
– Availability to work in a 24/7 environment, including nights, weekends, and holidays.
– Experience with incoming calls, Intercom and Zendesk would be an advantage.
Responsibilities:
– Provide timely and accurate customer support across multiple channels (chats, emails, tickets, calls, Slack, and Telegram alerts).
– Keep established metrics in the sufficient range.
– Doing some research on the platforms provided by clients, making some changes there, and providing the customers with instructions regarding the platforms' work principles.
– Handle and resolve customer inquiries and issues for six different projects, each with unique requirements.
– Identify and escalate priority issues to the appropriate team members or departments.
– Develop a deep understanding of each project to provide specialized support.
– Utilize basic technical skills to assist customers with technical issues.
– Participate in training sessions and ongoing development to stay updated on product knowledge, company policies, and customer service best practices.
– Exhibit empathy and patience in all customer interactions, ensuring a positive customer experience.
– Collaborate with team members to ensure seamless support coverage and knowledge sharing.
– Maintain composure and efficiency in high-stress situations, providing calm and effective solutions.
Working terms:
Remote work.
The probation period is two months.
2 non-fixed days off per week.
Work shifts per week: Morning 8:00-16:00, Day 14:00-22:00, Night 22:00-8:00.
Night shifts are mandatory (two per week) with an additional bonus.
Rate 3.27$, around 700$ with bonuses