Call Center Assistant - Remote Work
Job Description:
GrubHub is looking for a dynamic, motivated, and resourceful Call Center Assistant to join our growing team. As a key member of our customer support department, you will play a vital role in providing exceptional service to our customers and restaurant partners. This position is geared towards individuals who thrive in a fast-paced environment and possess the confidence and people management skills to navigate and resolve customer inquiries efficiently.
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Key Responsibilities:
- Customer Interaction: Respond to inbound calls and emails from customers and restaurant partners, addressing inquiries and issues with professionalism and courtesy.
- Troubleshooting: Diagnose customer issues effectively and provide appropriate solutions or escalate to the relevant department. Ensure all communication is clear and informative.
- Negotiation: Use your negotiation skills to handle customer complaints and reach satisfactory resolutions that meet both customer needs and company policies.
- Order Assistance: Assist in processing orders, including tracking, modifications, and cancellations, ensuring all information is accurate.
- Documentation: Maintain accurate records of customer interactions, transactions, comments, and complaints in our customer relationship management (CRM) system.
- Performance Metrics: Meet and strive to exceed call center performance metrics, including response times, resolution rates, and customer satisfaction scores.
- Team Collaboration: Work closely with team members and other departments to resolve complex issues expediently and enhance the customer experience.
- Continuous Improvement: Proactively identify areas for improvement in processes and customer service techniques and collaborate with team leaders to implement changes.
- Training and Development: Stay updated on products, promotions, and features to provide current and relevant information to customers. Participate in ongoing training sessions as required.
Requirements:
- Experience: Minimum of 3 years of experience in a call center or customer service environment.
- Communication Skills: Excellent verbal and written communication skills, with a focus on active listening and empathy.
- Technical Proficiency: Proficient in using Zendesk, CRM tools, and Microsoft Office Suite; comfortable navigating various software platforms.
- Personality Traits: Resourceful, confident, and self-motivated individual with a strong desire to help others.
- Soft Skills: Strong negotiation skills and proven people management abilities; skilled at managing difficult conversations and turning challenges into opportunities.
- Availability: Must be able to work part-time hours, including weekends and holidays as needed.
Working Environment:
At GrubHub, we foster a collaborative and inclusive remote work culture that recognizes and rewards performance and merit. You will have opportunities for skill development and performance-based recognition.
Benefits:
- Paid overtime for hours worked beyond scheduled part-time limits.
- Parental leave to support family needs.
- Retirement plan options to help secure your financial future.
Equal Opportunity Statement:
GrubHub is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds and experiences, and we do not discriminate based on race, color, gender, sexual orientation, age, disability, or any other legally protected status.
We look forward to reviewing your application and potentially welcoming you to our GrubHub family!
How to apply:
Apply on GrabJobs and you will be notified if shortlisted for the job.
Work Schedule
This job has the following work schedule:
- Flexible
Benefits & Perks
This job has the following benefits:
- Remote work flexibility
