Customer Support Officer - Call Team (Night Shift)

ABOUT THE ROLE

Crossian is a high-growth technology-driven e-commerce business. Behind our success are our people. As a start-up formed in 2020, we have created a fast-paced and dynamic environment, enabling our people to reach a cumulative average growth rate of over 900% in just under 4 years. Our mission now is to build direct-to-consumer brands and increase customer LTV. We are looking for a customer-centric agent with good communication skills and a deep understanding of customer satisfaction insights. You will build strong and long-lasting relationships with our customers, and your efforts will drive customer satisfaction, happiness, growth, and added value to the organization. This role is perfect for you if you are a self-starter, have at least 1 year of experience as a customer service call center agent using English, and are backed by a proven track record and customer satisfaction.

WHAT YOU WILL DO

• Answer and address a high volume of incoming call inquiries related to product issues, sales policies, and order status in a professional and courteous manner

• Provide exceptional levels of customer satisfaction by demonstrating patience and empathy towards customers from diverse cultures and backgrounds in the US

• Identify and escalate issues to higher-level management when necessary

• Meet or exceed key performance indicators for call resolution rate, customer satisfaction

• Recognize low customer satisfaction call and provide constructive feedback and recommendations to agents for improvement. Alert the management team of trends in customer calls or any suspicious event

• Assist supervisors/manager in projects such as call report, developing call scripts or knowledge base content. Provide input on how to improve customer experience

WHAT WE ARE LOOKING FOR

• Bachelor's Degree or Equivalent

• Proficient in English listening, verbal, and written communication skills. IELTS above 6.5 or equivalent

• 1-year experience in a call center or customer service environment, including a minimum of 6 months on night shift

• Have sought knowledge of customer service practices and principles

• Customer relationship management experience is strongly desired

• Experience with support applications like Freshdesk, Zendesk, and Teamsupport is nice to have

• Ability to handle stressful situations and establish rapport with the client

• Ability to present yourself and the company in a professional manner

Please note that we appreciate all applicants for their interest; however, only those candidates selected for interviews will be contacted.