Night Shift Back Office Customer Service Representative

About Us

Helpware is a technology-driven company with offices in Perú, USA, Ukraine, Mexico, Germany, Philippines, Puerto Rico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

Job Summary

• Become an expert on the product, knowing all the specifics of its functioning. Perform Back-office activities related to the operational requirements.
• Autonomously manage assigned tasks, queues, support requests while maintaining productivity. Provide support to customers via email and/or chat in a timely and professional manner. Address customer inquiries, troubleshoot problems, and guide users through basic issue resolution steps.
• Maintain a positive, empathetic, and professional attitude toward customers at all times. Work on creating, updating, or adjusting customer accounts by documenting personal information. Collaborate with colleagues and management on best practices and insights about any aspect of the job or its duties.
• Document and track customer interactions, issues, and resolutions in CRM, online tools, and cloud based platforms.
• Process and prepare information for auditing and reporting purposes.
• Update internal and customer-facing knowledge bases.
• Convert clients’ feedback into feature requests for the development of the product. Escalate unresolved issues to client-defined escalation paths while maintaining ownership of the case until resolution.
• Effectively communicate technical information to non-technical users.
• Stay updated on product knowledge and be able to explain features, functionalities, and common troubleshooting steps.
• Other related tasks assigned by managers of the Client and/or Helpware.

We offer

• 19,000 Soles
• Planilla completa

Tipo de puesto: Tiempo completo, Freelance

Sueldo: S/.1,900.00 al mes

Pregunta(s) de postulación:

• ¿Cuál es tu nivel de inglés escrito?
• ¿Tienes experiencia en turnos nocturnos?
• Cuál es tu expectativa salarial?

Idioma:

• inglés (Deseable)

Lugar de trabajo: Empleo presencial