.**About Us**Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, Germany, Albania, Poland, 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.**NOW ACCEPTING APPLICANTS FOR WORK-FROM-HOME OVERNIGHT SHIFTS!!**Attend training onsite for 5 weeks and then work from home based on performance!**Position Overview**:As a Customer Support Representative, you will be addressing a variety of customer inquiries in a personalized, friendly, and informative manner, providing an exceptional customer experience.**Primary Responsibilities**:- Provide top-notch customer service in a fast-paced environment.- Have engaging conversations with our customers about: guarantees, seller payments, purchases, listing tickets, questions about the site, account issues, venue information, etc.- Deliver difficult messages to customers in a way that creates a positive customer experience.- Be empathetic to customer concerns and display a sincere desire to find a resolution.- Make decisions while keeping the customer and company in mind.- Maintain high own and team's performance metrics including productivity, average handle time, quality, adherence, budget management, as well as customer satisfaction.- Event handling to make sure is completed in a timely manner as well as fixing any potential fulfillment issue effectively and efficiently.- Be a community advocate for our partners and deliver their brand.**Qualifications**:- Experience in customer service working with different contact channels- Excellent verbal and written communication in English and Spanish- Third Language will be considered a plus- Full-time availability, including early shifts and weekends- Solid understanding of Internet Technologies and Microsoft Office**_Desired_**- Previous experience in live events or the ticketing industry will be considered a plus.- Apart from having experience as a customer service agent to also have a strong background and understanding of Back-office/Admin processes (ideally in an eCommerce / Digital environment).- Experience in contributing actively in the quest for efficiency within a contact center environment [eg: being involved in projects/tasks/initiatives oriented to improve the service performance (increase SLs, reduce AHT, increase productivity, FCR increase, etc) and/or improving customer sentiment and satisfaction (CSAT, ASAT, NPS, etc)].- Be capable of delighting customers and delivering best-in-class experiences. Go not one, but two steps beyond expectations.- Be focused on the client. Put the customer ahead of any decisions and tasks.- Be friendly and approachable with the customer and capable of empathizing and establishing a link beyond the commercial relationship (Fan Connection)
