Online Support Representative
Job Description:
Yelp is seeking a motivated and hardworking Online Support Representative to join our dynamic team. This part-time position is pivotal in providing exceptional customer service to our clients and ensuring their inquiries are addressed promptly and effectively. The successful candidate will possess strong communication skills, a keen ability to resolve issues, and a dedication to delivering a high-quality customer experience.
Responsibilities:
- Customer Support:
- Respond to customer inquiries via email, chat, and other online platforms in a timely manner, ensuring clarity and empathy in all communications.
- Manage and resolve customer complaints and escalate issues as needed to ensure customer satisfaction.
- Technical Assistance:
- Provide guidance and assistance in using our services and products, troubleshooting technical issues, and offering solutions to enhance user experience. - Collaborate with the technical support team to address complex issues that require in-depth knowledge.
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- Data Management:
- Maintain accurate records of customer interactions, feedback, and resolutions in the customer relationship management system.
- Assist in the collection and processing of customer data, ensuring compliance with data protection regulations.
- Feedback and Improvement:
- Gather customer feedback and insights to contribute to service improvement initiatives. - Actively participate in team meetings to discuss customer trends and potential areas for improvement in service delivery.
- Team Collaboration:
- Work collaboratively with other team members to ensure a cohesive approach to customer support.
- Share knowledge and best practices with other representatives to foster a supportive and effective team environment.
- Adaptation to Change:
- Stay updated on company policies, product changes, and industry trends to effectively communicate with customers and resolve their inquiries.
- Adapt to new tools, software, and processes as necessary to improve operational efficiency.
Requirements:
Experience:
- Minimum of 3 years of experience in a customer service or support role, preferably in an online setting.
Education:
- Bachelor’s degree or equivalent experience in a relevant field is preferred.
Personality Traits:
Motivated: A self-starter who takes initiative and brings energy to the role.
Hardworking: Demonstrates perseverance in resolving issues and going above and beyond to assist customers.
Soft Skills:
- Adaptability: Ability to adjust to varying customer needs, work schedules, and operational changes.
- Time Management: Strong organizational skills to manage multiple inquiries and tasks efficiently.
Technical Skills:
- Proficiency in using customer service software and tools, such as CRM systems, ticketing systems, and communication platforms.
- Basic understanding of technical troubleshooting practices and the ability to explain technical concepts to customers in simple terms.
Benefits:
- Company Transportation: Safe and reliable transportation provided for your convenience.
- Profit Sharing: Opportunity to participate in company profit-sharing initiatives, aligning your success with the company's growth.
- Joining Bonus: A competitive joining bonus as a token of our appreciation for coming on board.
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