We are looking for someone who will provide an excellent customer experience to all of our customers. Enthusiasm, passion and energy are critical attributes for the position. Prior experience in a call center environment is not required, but customer service background and experience is essential.
The successful candidate will be responsible for dealing with existing and future eFax & Jconnect customers and will answer inquiries by phone and e-mail on topics such as login issues, account changes or set-up, technical and trouble-shooting issues, cancellation requests, product plans, billing inquiries and general customer support.
The value you will deliver…
- Support customers efficiently, accurately and in a professional manner by phone and email.
- Verify newly signed up accounts to activate based on compliance with geo-compliance regulations.
- Ensure that an amazing customer service is provided and escalate any issues or complaints.
- Responsible for retaining existing customers that are calling/emailing to cancel their service.
- Communicate and follow up with customers regarding their account inquiries raised.
- Develop & maintain knowledge of the company’s products, services, policies and procedures.
- Contact customers from time to time to collect payment or update their payment methods.
- Report accurately on calls inbound & outbound, log and track details on company systems.
- Ability to learn and utilize information to assist and help you solve customer problems.
- Provide regular feedback (suggestions and improvements) to the team supervisor.
- The candidate must be Bi-lingual (verbal and written) in both Japanese & English.
- Perform other duties and responsibilities as required, assigned, or requested. Consensus reserves the right to add or change duties at any time.
What you will bring to the table…
- 1+ year minimum experience in a customer service background preferred.
- Previous customer service experience is a must (call center experience is an advantage).
- PC proficiency; Knowledge of MS Word, Excel and Outlook (basic working knowledge)
- Previous customer service experience is a must (call center experience is an advantage).
- Excellent communication skills (oral and written) in both Japanese and English (Fluent).
- Must be enthusiastic, friendly, professional, polite, and have a great attitude.
- Great soft skills – empathy, patience, being calm, positive, active listener etc.
- Strong attention to detail, follow up skills and ability to multi-task.
- PC proficiency; Knowledge of MS Word, Excel and Outlook.
- Ability to work both independently and as part of a team.
- Must have reliable internet (partial reimbursement is available)
You will stand out if you also have…
- Excellent communication skills (oral and written) in both Japanese and English (Fluent).
- Must be enthusiastic, friendly, professional, polite, and have a great attitude.
- Great soft skills – empathy, patience, being calm, positive, active listener etc.
Additional details…
- Location requirements: Fully remote within the U.S.
- Travel requirements: Up to 10% travel.
- Physical requirements: Must be able to sit for long periods, as well as, handle long periods of screen time.
- Technology requirements: Reliable, high speed internet
- Eligible for sponsorship: No
The salary range for this role is $22.00 – $24.00 USD hourly. The total compensation package for this position is negotiable and may also include [annual performance bonus, ESPP, enhanced time off packages and benefits.]
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