Customer Experience Agent managing customer inquiries at a digital finance company. Involves resolving issues, providing support, and maintaining customer relationships in Manchester.
About the role
- Customer Support Representative responding to customer inquiries at ePayPolicy. Troubleshooting issues via multiple channels while assisting onboarding and knowledge base creation.
Responsibilities
- Troubleshoot and solve customer issues in a timely manner with a positive attitude via emails, phone, live-chat, video conferencing, etc.
- Work alongside cross-functional teams to resolve issues.
- Assist with onboarding new customers via phone, and email.
- Identify potential product up-sell opportunities and pitch solutions to customers.
- Work on and resolve chargeback cases.
- Assist with creating content for our growing Knowledge Base.
Requirements
- You have at least 2+ years of customer service experience at a SaaS company
- You're reliable
- You're flexible, resourceful, and thrive while working autonomously
- You're able to think on your feet and solve problems
- You can prioritize tasks and incoming requests accordingly
- You love being customer-facing and you seek to understand how we can improve and over-deliver on expectations
- You're very comfortable working in a fast-paced environment
- You're often the first to volunteer, take initiative to think about the next project, and have a real passion for service
- You're able to pick up new concepts quickly and teach others
- You're experienced working in a team environment and juggling multiple projects
- Familiarity with our industry and or banking is a plus
- You've demonstrated software on conference calls and web-sharing
- You're a pro at navigating between systems and using help desk software and tools
- You possess excellent communication and problem-solving skills
- You're patient and not easily flustered when handling tough cases
Benefits
- Competitive salary
- Comprehensive benefits package with employer-paid basic life and disability premiums
- 401K
- Unlimited PTO
- Company-sponsored quarterly “ePayItForward” initiatives
- Supportive and inclusive company culture with a focus on work/life balance
- Fully-stocked kitchen
- Lunch stipend when working onsite
- Open communication (We won’t box you in! If you have a cool idea for a product improvement or a suggestion on how to improve the customer experience, let’s talk about it. We value everyone’s ideas and opinions.)
- Huge opportunity for growth
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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