US Tech Solutions
Duration: 12 Months
Responsibilities:
The responsibilities listed below are not exhaustive. Given the fast-moving nature of this work, the responsibilities set out below may change and additional duties may be assigned as needed.
Complex case management:
Provide the highest level of service to our community in each and every case
Interact with Client customers and community members through all current and future channels, both inside and outside of Client tools, including but not limited to livechat, social platforms, messaging, and directly through the phone
Take end-to-end ownership of all assigned cases: ensuring a complete final resolution (or settlement, final decision, etc) is reached based on workflows & management guidelines, fostering the relationship with our users along the way, and escalating accurately to other teams when appropriate
Demonstrate ownership mentality & good judgment as well as skill to question, adapt, and deviate from the workflow when needed only through management approval
Be highly receptive to feedback from Management and Quality, and quickly adopt behaviours to improve the quality of your work
Understands multiple perspectives on a topic or situation, and able to evaluate and present multiple options for addressing a problem
Can be brought to engage more with senior stakeholders and to collaborate cross-functionally, with help from management
Combining efficiency with bespoke quality:
Provide personalized and exceptional customer support to guests and Hosts, ensuring their unique needs and preferences are met with the highest level of care and attention
Displays an ability to handle a larger volume of cases without negatively impacting the quality of the interaction & the resolution
Proactively anticipate and identify opportunities to enhance the user experience, and with the support of management, offers tailored solutions and recommendations that go above and beyond their expectations, and ensuring a seamless and memorable experience throughout their interactions with Client.
Resolve user issues quickly and to a high level of mutual satisfaction, considering specific context and circumstances
Personalize communications to users, demonstrating the highest hospitality standards.
Experience:
3+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry (experience with high-profile and influential clientele is preferred) and in a role making calls and handling customer/client contacts
Hospitality experience is a plus, in particular working for technology platforms. Prior experience using phone, messaging, or live chat to interact with users/customers is preferred.
Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective and timely manner, and demonstrated ability to explain complex ideas simply and clearly.
Ability to work weekend days and public holidays, as well as early morning / evening shifts. Your schedule can change to meet business needs.
Skills:
Very good verbal and written communication skills for providing exceptional customer service to guests/hosts & engage with stakeholders
Active listening skills to understand guest needs and provide personalized recommendations and assistance
Empathy and patience in dealing with customers, especially in high-pressure situations
Ability to organize a high volume of work, multitask & prioritize, and to work within prescribed schedules including breaks, lunches, and training time
Passion for delivering exceptional customer service and setting a high bar
Ability to thrive in an ambiguous, fast-paced, and complex environment, acting proactively to respond quickly and decisively
Ability to adapt to new tasks and responsibilities as needed.
Proactive attitude towards embracing new challenges and adjusting to changing priorities and environments.
Capable of adjusting to evolving roles and job duties with openness and flexibility, as well as moving to a new team.
Good computer skills, including Apple/Mac OS, Google Suite, and familiarity with CRM systems and the ability to quickly learn new tools
Language proficiency in English, other languages are a plus
Education
Bachelors/Associates/High School
About US Tech Solutions:
US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com.
US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Recruiters Name: Mohina
Recruiter’s email ID: Mohina@ustechsolutionsinc.com
JobDiva ID 25-41307
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