Experienced Remote Customer Support Representative – Multichannel Support for Global Brands
About the Role:
Are you a skilled customer support professional with a passion for delivering exceptional service and resolving complex customer concerns? Do you thrive in a dynamic, fast-paced environment where no two days are the same? We're seeking an experienced Remote Customer Support Representative to join our team of experts who provide multichannel support for some of the world's leading brands.About ModSquad:
ModSquad has been a pioneer in the Customer Experience Services industry since 2007. Our team of experts provides customer support, content moderation, trust and safety, community management, and social media services to top brands across the globe. We support over 50 languages in more than 90 countries and work with startups and Fortune 500 companies alike. Our client list includes Spotify, VSCO, Vimeo, Tourism Ireland, and many more. We're a remote company, which means you'll have the flexibility to work from anywhere and enjoy a better work-life balance.Key Responsibilities:
As a Remote Customer Support Representative, you'll be responsible for handling a variety of customer interactions through inbound phone calls, emails, chat, and SMS. Your primary goal will be to deliver exceptional service and resolve customer concerns in a timely and professional manner. Some of your key responsibilities will include:- Responding to customer inquiries through multiple channels, including phone, email, chat, and SMS
- Providing accurate and timely solutions to customer concerns, escalating complex issues to senior support agents when necessary
- Using Zendesk or other CRM software to manage customer interactions and track issues
- Collaborating with internal teams to resolve customer issues and improve overall customer satisfaction
- Staying up-to-date with product knowledge and industry trends to provide informed solutions to customers
- Meeting or exceeding performance metrics, including first response time, resolution rate, and customer satisfaction scores
Essential Qualifications:
To be successful in this role, you'll need to possess the following essential qualifications:- At least 1 year of experience in customer support, preferably in a multichannel environment
- Excellent written and verbal communication skills, with the ability to communicate complex information in a clear and concise manner
- Experience with Zendesk or other CRM software, with a strong understanding of customer support workflows and processes
- Strong problem-solving skills, with the ability to analyze complex customer issues and provide effective solutions
- Ability to multitask in multiple browsers and browser tabs, while handling customer communications
- Ability to show empathy and be apologetic when necessary, with a strong focus on customer satisfaction
- Ability to work as part of a team and independently, with a strong sense of accountability and ownership
Preferred Qualifications:
While not essential, the following qualifications would be highly desirable:- Experience working with global brands or in a multicultural environment
- Knowledge of industry-specific software or tools, such as Salesforce or ServiceNow
- Experience with content moderation or community management
- Fluency in multiple languages, with the ability to communicate effectively with customers in their native language
Workspace Requirements:
To ensure your success in this role, you'll need to meet the following workspace requirements:- Dedicated laptop or desktop computer with Windows 10 or above
- Willingness to install MSQ security software and 2FA app on your mobile device
- Access to a webcam or smartphone capable of taking pictures
- Stable broadband internet connection of 25 MBS or greater
- 8 GB RAM or better
- Dual monitors highly recommended
About Our Company Culture:
At ModSquad, we're passionate about creating a positive and inclusive work environment that supports the growth and development of our team members. We believe in:- Empowering our team members to take ownership of their work and make decisions that drive results
- Fostering a culture of collaboration and open communication, where everyone feels heard and valued
- Providing opportunities for growth and development, with a focus on continuous learning and skill-building
- Supporting work-life balance and flexibility, with a focus on employee well-being and satisfaction
Compensation and Benefits:
We offer a competitive salary and a range of benefits, including:- Competitive salary based on experience and qualifications
- Opportunities for career growth and advancement
- Flexible work arrangements, including remote work options
- Professional development opportunities, including training and education
- Access to a range of benefits, including health insurance, retirement plans, and paid time off