Digital Customer Expert

Overview

We’re looking for a Digital Customer Expert to join our team! In this role, you’ll be the go-to person for customers across phone, chat, and email. You’ll handle inquiries with empathy and professionalism, while ensuring policies and security standards are met. This is a dynamic role that requires problem-solving, adaptability, and confidence in decision-making.

Qualifications

• Competencies: Confidence in delivering decisions and explaining policies, patience in listening to and conveying client's message, and strong people skills including communication and emotional intelligence.
• Soft Skills: Voice tone control, adaptability to different customers and cultures, resiliency to handle stress and pressure, curiosity with a learner's mindset, ownership to drive resolution, and drive to achieve targets/KPIs.
• Process Compliance: Strict adherence to procedures, minimizing errors, and consistently following policies, processes, and regulatory compliance requirements.
• Work from Home Requirements: Self-discipline to stay motivated, technical skills to troubleshoot company equipment, and meeting minimum internet speed requirements.
• Cultural Fit: Understanding of the contact center environment, willingness to work in shifts, and adherence to schedule.
• Language Proficiency: Proficiency in the system/tools usage language (English) and cultural knowledge of the region/country serviced.
• Assessment Requirements: Typing speed and accuracy, IT skills, numerical skills, and channel-specific skills such as call flow control for phone, grammar proficiency for chat and email, and the ability to handle multiple chat interactions simultaneously.

Responsibilities

• Channels: Handling customer interactions through phone, chat, email, and occasionally blended channels based on business needs.
• Environment: Focusing on policy enforcement, site security, risk assessment, and investigative work. This role involves dealing with sensitive topics and making decisions based on policies.
• Typical Contacts: Managing issues related to account takeovers, transaction holds, selling limits, selling performance, account suspensions, account restrictions, listing removals, and appeals of decisions made.
• Success Metrics: Key performance indicators include resolution, average handling time (AHT), transfer rate, customer satisfaction (C-Sat), recontact rate, schedule adherence, time to proficiency (T2P), guided judgment acceptance rate, and compliance and procedure adherence.