About this role
**Customer Service Representative | Peru | On-site | Nightshift
Here's the deal!
Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines that 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.
Your day-to-day!
-
Become an expert on the product, knowing all the specifics of its functioning.
-
Perform Back-office activities related to the operational requirements.
-
Autonomously manage assigned tasks, queues, support requests while maintaining productivity.
-
Provide support to customers via email and/or chat in a timely and professional manner.
-
Address customer inquiries, troubleshoot problems, and guide users through basic issue resolution steps.
-
Maintain a positive, empathetic, and professional attitude toward customers at all times.
-
Work on creating, updating, or adjusting customer accounts by documenting personal information.
-
Collaborate with colleagues and management on best practices and insights about any aspect of the job or its duties.
-
Document and track customer interactions, issues, and resolutions in CRM, online tools, and cloud based platforms.
-
Process and prepare information for auditing and reporting purposes.
-
Update internal and customer-facing knowledge bases.
-
Convert clients’ feedback into feature requests for the development of the product. • Escalate unresolved issues to client-defined escalation paths while maintaining ownership of the case until resolution.
-
Effectively communicate technical information to non-technical users.
-
Stay updated on product knowledge and be able to explain features, functionalities, and common troubleshooting steps.
-
Other related tasks assigned by managers of the Client and/or Helpware.
What you need
-
Advanced English
-
At least 1 years of Customer Service experience
-
Experience supporting customers through email and/or chat is highly preferred
-
Excellent written communication skills with strong grammar and attention to detail
-
Strong problem-solving and critical thinking skills
-
Ability to remain calm and professional when handling difficult situations
-
Comfortable multitasking across multiple systems and applications
-
Reliable internet connection and a distraction-free workspace
-
Availability to work assigned schedules, including weekends if required
-
Availability to work a night shift (6 pm to 3 am local time).
What you get**
-
Competitive salary
-
Hybrid role
-
Paid training
-
Career growth opportunities
-
Supportive team environment
-
Work with an international company and global clients