The role will provide support to our client Sellers with operational, administrative and process-related request and activities.
Duties and Responsibilities: Key responsibilities include but are not limited to:
- Respond to Seller’s inquiries by mail/chat within the SLAs stablished.
- Responsible for the resolution of assigned cases following the business rules.
- Responsible for the follow-up of assigned cases until final resolution is reached.
- Responsible of maintaining the system of record updated according to stablished business rules on daily basis.
- Responsible for providing superior quality service to the sellers.
- Responsible for providing the support and guidance as per the norms of the organization.
- Oriented to exceed the clients' expectations in terms of responsiveness as well as accuracy standards.
- Responsible for maintaining high levels of professionalism and remain updated with various organizational procedures (internal and external) as well as additional areas related to the specific role.
- Responsible for attending meetings, training sessions, etc., and making sure that the team’s objectives and goals have been achieved.
- Responsible for providing top-level support and engagement to sellers/area leads
- Responsible for identifying possible new services for the desk
- Responsible for providing key insights on the services provided
- Responsible for scheduling high-level meetings for complex support requests.
Skills and Specifications:
- Ability to speak, write and read the English language – Advanced.
- Ability to prioritize amongst multiple urgent and important tasks.
- Able to establish and maintain healthy working relationships with people in course of work.
- Good judgment and decision-making skills.
- Good professional appearance.
- Key competencies: adaptability, action-oriented, accountability and drive for results, cross-boundary collaboration.
- Excellent interpersonal communication skills combined with a helpful attitude.
- Good communication (email, chat or phone), analytical and problem-solving skills with multitasking ability during pressure situations.
- Able to work independently with or without any supervision.
- Flexible, adaptable, and should be able to demonstrate enthusiasm with high levels of patience.
Education and Qualifications:
- 2+ years of previous work experience in a related field.
- Intermediate proficiency in Microsoft Office – Outlook, Word, PowerPoint, Excel, SharePoint and CRM.
- Customer service experience.
