
Customer Experience Champion
4 days ago
About Us:
TechSea is a rapidly expanding SaaS-based IT and career services company with global operations. We deliver exceptional solutions to customers and are seeking passionate individuals to join our team.
Position Overview:
We are looking for a Technical Support Professional to serve as the primary point of contact for our customers. This role involves handling inquiries, resolving issues, processing orders, and ensuring smooth communication across teams to enhance customer satisfaction and retention.
Key Responsibilities:
- Handle customer inquiries, complaints, and escalations professionally via Zendesk and other channels.
- Ensure timely and effective resolution of customer issues, maintaining high satisfaction levels.
- Monitor and respond to support tickets, ensuring prompt follow-up and resolution.
- Maintain high customer retention by addressing concerns and providing proactive solutions.
- Process Reverse Recruiting and Resume Writing orders, including sending welcome messages and onboarding customers.
- Track unresponsive customers, following up via email and phone to encourage engagement.
- Manage dispute resolution by addressing refund cases, order issues, and customer complaints.
- Update and maintain the refund tracking sheet for accurate record-keeping.
- Collaborate with internal teams to resolve disputes efficiently and minimize refund requests.
- Prepare order summaries and case reports for review.
- Cross-functional collaboration with the Reverse Recruiting and Resume Writing departments.
- Accurate customer information management in ClickUp.
- Streamline the Reverse Recruiting process through targeted communication.
Requirements:
- 2+ years of customer support experience with strong English communication skills (written and verbal), and proficiency in Slack, Zendesk, and ClickUp.
What We Offer:
- A competitive salary that reflects your expertise.
- Ongoing health coverage and wellness initiatives.
- Commuter support.
- Company-provided equipment to ensure efficiency.
- A collaborative team environment.
- Career growth opportunities.
- Paid time off and generous leave policies.
- Diverse cultural exposure.
Global Opportunities:
Work with US-based clients and companies while being part of a global team.
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