Customer Service Representative (English / Korean Bilingual)

About 24-7 Intouch

24-7 Intouch is a global contact center & technology company that delivers innovative and value-driven customer service solutions across all industries via an omnichannel approach that includes voice, social media management, live chat, email, fraud, UAT, self-service, and back office administration. Using the most advanced technology in the industry, 24-7 Intouch’s customizable customer care platform allows their clients to utilize business insights to deliver lifetime consumer loyalty and increase incremental revenue. With over 18 years of experience, the 24-7 Intouch team takes pride in building a top to bottom brand alignment for partners to create exceptional customer experiences.

For more on our company culture, follow the link to Our Story - https://vimeo.com/177119191

 
What You Will Do 

  • Act as the front line support for our customers in Americas, APAC, and EMEA regions 
  • Resolve technical issues for customers by troubleshooting hardware, software and mobile solutions with GoPro products 
  • Soft sales approach on incoming customer contacts 
  • Handle sales inquiries and resolve order problems for customers
  • Successfully use support tools to provide customer resolutions and information 
  • Ability to deescalate challenging customer situations 
  • Document customer cases and pertinent details in internal CRM
  • Provide feedback to stakeholders on opportunities and gaps within current resources and processes 
  • Effectively communicate across multiple channels (written/verbal) 
  • Use knowledge and experience to help educate and assist your team 

Skills We’re Stoked About 

  • College Graduate preferably in IT/Computer Science or its equivalent. 
  • 3-4 years of combined experience in technical support, sales, and customer service role in the BPO/Call Center environment. 
  • Understanding and experience with video editing software a plus (GoPro editing apps preferred) 
  • Knowledge of both Windows and Mac operating systems as well as basic understanding of computer hardware 
  • Experience with digital photography/video principles and concepts is a plus. 
  • Schedule and shift flexibility required. Will work some holiday shifts. 
  • Basic knowledge of Microsoft Office, and search engine functionality
  • Familiarity with CRM & case management system preferred – Salesforce a huge plus 
  • Full spoken in and written proficiency in Korean & English. 
  • Outgoing and positive communicator 
  • Must be able to work in a fast-paced, ever-changing environment
  • Comfortable with ambiguity 
  • Ability to work as an individually as well as in a team 
  • Results and metrics-oriented 
  • Able to multi-task and prioritize workload 
  • Able to breakdown complex issues into simple terms 
  • Openness to feedback and coaching 
  • Must have a problem-solving mindset 

 

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