Customer Support Representative

We are a rapidly growing e-commerce company hiring for our Brickell City Centre office! The ideal candidate is a detail-oriented and passionate team player that is obsessed with all things digital and is looking to grow within the marketing and advertising industry.

As a Customer Support Agent at Quantified Commerce you are expected to provide first class customer support, customer service and network solutions to all our end users. Support will be provided by communicating solutions in a user-friendly, professional manner via multiple communication channels. 

You will be tasked to perform the following:

  • Provide “Excellent” customer service always geared toward client satisfaction
  • Handle service/ support calls via automated cloud based call distribution system
  • Manage incoming calls, process and record all call transactions
  • Gather client’s information, determine the issue by evaluating and analyzing and create cases/tickets if applicable
  • Process requests and issues efficiently and follow up with clients in a timely manner
  • Manage client expectations effectively and redirect issues to appropriate resources
  • Identify and escalate priority issues per established protocol
  • Offer options and alternatives where appropriate with the objective of building client loyalty and trust
  • Organize ideas and communicate them effectively both verbally and in writing
  • Participate in release testing, document and communicate outcomes
  • Keep up on system information, changes and updates as well as industry standards and workflows
  • Follow company policies and procedures and maintain professional standards

Required Qualifications/Skills:

  • Customer service experience
  • Superior communication skills
  • Excellent problem solving and conflict management skills
  • Multi-tasking capabilities
  • Flexible work schedule
  • Comfortable with frequent change
  • Exemplary attendance and punctuality

Preferred Qualifications/Skills:

  • Teaching and training experience
  • Call center experience
  • Logical problem-solving skills
  • Fluency in English

Interpersonal Skills:

  • Makes clients and their needs a primary focus of one’s actions
  • Interacts with others using appropriate interpersonal styles and methods
  • Developing and sustaining productive client relationships
  • Maintains stable performance under pressure or opposition
  • Identifies and understands issues, problems, and opportunities
  • Sets high standards of performance for self
  • Great attitude and eagerness to learn and grow

Education Requirements: College degree or equivalent experience preferred

 

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