POSITION SUMMARY
Our customer Support Representatives will guide the Mood customers through solving their issues related to the products they have installed, billing and account questions. An interaction with a Customer Service representative can sometimes make the difference between saving or losing a customer. It can strengthen the relationship between the businesses but it can break it as easily. Empathy, active listening, an eye for detail, multitasking and great organizational skills are some of the traits that help someone provide great customer service.
We’re looking for people eager to develop those skills and help them learn the ins-and-outs of client satisfaction.JOB REQUIREMENTS
Providing high quality and timely responses to inbound and outbound phone calls and to customer inquiries via emails and chat
Analyzing, troubleshooting and resolving technical issues for music and sound system products
Providing guidance and explanation of invoices, one off charges and account questions to clients, ensuring they fully understand the issue and resolution
Understanding all procedures within all related areas of the department and company
Understanding of product functionality and has the ability to efficiently explain it to the customer
Entering data and providing information with high degree of integrity
Problem solving to resolve customer incidents and account reconciliation issues – on the first call whenever possible
SKILLS AND EXPERIENCE
English – level C1/C2 written and spoken
Experience in a customer service environment (retail, SSC, etc)
Excellent verbal and written communication skills, positive phone demeanor, great problem solving skills and critical thinking
Detail-oriented and excellent follow-up skills
Able to multitask in a fast paced environment
Very good computer skills, great knowledge of MS Office applications
Responsible, well organized, extremely thorough, open, assertive, proactive, analytical and logical person
Excellent team player as well as independent worker
Please note that this position requires coverage to US clients throughout multiple time zones and we need availability for evening/night shifts and weekends (weekday shifts start between 15:30-19:30 and end 00:00-04:00)
