We're Hiring: Customer Support Intermediate Associate!
Looking for a role that fosters collaboration, creativity and career growth in a vibrant office environment We got you covered!
We are currently on the lookout for a Customer Support Intermediate Associate join our team at Cloudstaff, the #1 workplace everywhere! Think you qualify for the role Attach a 1-2 minute video intro and introduce yourself to us so we can meet you virtually. Attach this together with your updated CV to become a priority applicant!
Role: Customer Support Intermediate Associate
Work Arrangement: Work from Office
Location: Philippines - Ortigas
Schedule: Morning shift
Job Description:
- Respond to customer-submitted email requests and live chats in a timely manner
- Queue-based work will account for approximately 90% of the role
- Troubleshoot and guide customers through questions and issues with their Account, Billing, or other transactional inquiries
- Achieve set targets across Quality and Productivity in both email and live-chat
- Stay up to date on new product feature releases and improvements
- Identify and communicate system issues to our Product Solutions team
- Identify non-standard customer experiences and escalate issues, as appropriate
- New Hire Mentoring required
- Must commit to being a CO-Learning mentor
- Scheduled hours and work days will need to be flexible to adjust to training needs during mentor weeks.
- Coach multiple new hires working their first cases, providing guidance and direction.
- Provide feedback to the learning partners and management on the new employees strengths and any areas for improvement.
- Agreement to alter shift as needed to attend new hire Mentoring weeks
- Slack Presence
- When On Queue, Associates should monitor and assist with questions in the CO-Associates-Global Slack channel
- Strong participation in team room culture and discussions
- Shadowing
- Available to shadow and be shadowed in the queue as needed, to help support fellow Associates working to improve their performance
- Advisor Queue Support
- Available as requested to work in the Advisor queue. This involves closing out resolved issues, merging duplicate contacts, transferring misrouted cases, and answering questions on topics they have been trained on.
- Team Presentations
Qualification and requirements:
- 3-4 years of Customer Support experience with 1+ years troubleshooting Tier 2 Technical Escalations
- Keen ability to follow processes and workflows and hit performance KPIs
- Written communication skills with accurate grammar and spelling; fast typist
- Reading comprehension skills with the ability to understand the customers situation
- Customer support experience via email and Live Cha
Non-negotiable skills & requirements:
- 1+ years customer-facing experience required in a similar role (retail, hospitality, online support).
- Expertise with written communication and the ability to spot spelling and grammar errors.
- Proficiency with decoding conversations, identifying the cause, and aligning on end goals.
- Capability of prioritizing competing requests.
Perks & Benefits:
- Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment
- Flexible leave credits which may be used for vacation, emergency and sick leaves
- Superb and exciting Mid-Year Parties with items to give away and cash prizes!
- Endless opportunities for career advancement
- Exclusive ATM inside the office for employee's convenience
- Annual Performance Review with Salary Increase
- We set you up for success with a company-provided PC/Laptop and fiber internet connection
- Look forward to weekly office perks for work from office staff Free Coffee, Meals and Beer Fridays!
- Top notch workplace with first class VIP lounge and game rooms
- Child friendly spaces to cater to the needs of employees with children, enhancing work-life balance
- Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues
- International career growth and connections
- Unlimited cash incentives for hired referrals
- Mental Wellness Employee Assistance program through Lifeworks
- In-house psychiatrist available to support employees well-being
- Become part of the Employee Share Units program
- Cloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc.
Cloudstaff : Build Your Career, Anywhere
Established in 2005, Cloudstaff is a leading outsourcing company that empowers businesses to thrive through smarter talent solutions. We're passionate about creating a work environment that fosters your professional growth and overall well-being.
Why Cloudstaff is the #1 Workplace
- Award-winning Culture: We're committed to building the #1 Workplace Everywhere, with a proven track record of staff engagement initiatives and industry recognition
- Invest in You: We support your development through comprehensive training programs, mentoring and opportunities for career advancement
- Thrive as an Individual: We offer a strong work-life balance with flexible schedules, meaningful perks and a collaborative team environment.
**To become a priority applicant, please share a 1-2 minute video introduction detailing you experience in this specific role. You can upload your video to the CSJobs platforms. Please use a clean, distraction-free background and speak clearly and articulately.**
