Customer Service Agent

3 Days ago • All levels • Operations • Product Management • Undisclosed

About the job

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quality-control

Job Description

The Newrich Network seeks a Customer Service Agent to manage incoming support tickets for its digital platforms. Reporting to the Customer Success Manager, this role involves promptly responding to customer inquiries across various channels, providing timely follow-up, escalating issues appropriately, and meticulously documenting activities. Responsibilities include tracking bugs, collaborating with the QA and marketing teams (developing training materials), maintaining product expertise, handling billing and order management (including refunds and exchanges), updating customer databases, resolving complaints, and educating customers about product functionality. The primary goal is customer satisfaction and retention.

Must have:

Respond to customer inquiries
Provide timely follow-up
Escalate issues appropriately
Document activities
Handle billing and orders
Resolve complaints
Update customer databases

Description

The Newrich Network is hiring a customer service agent to handle incoming support tickets for our digital platforms.

This is an AWESOME opportunity to get in on the ground floor of a fast growing startup!

As a Customer Service Agent, you will report to our Customer Success Manager and be joining an energetic, supportive team with a proven track record of delivering high impact and value to our clients.

The Customer Success team is one of the most important teams in our business as they fuel our growth by ensuring customers have a first-class experience. It's a challenging role, balancing both commercial and experiential priorities, but get it right and it's one of the most rewarding in the company. This is a rare opportunity to help shape an exciting business from the outset, working in a passionate, welcoming team with the chance to succeed in a growing market.

Requirements

Reports to Customer Success Manager; Promptly and accurately respond to our customer’s inquiries regardless of channel submitted
Provide timely follow up to customer downloads and support requests
Escalates customer inquiries when and where appropriate
Document activities in the tickets tracking/support application as well as Project Tracker
Following up with user issues
Communicate user issues to QA team
Tracking bugs and issues in our platform
Work with marketing to develop or create training materials, videos and knowledge base articles
Develop and maintain expertise on all products, systems and processes
Perform billing duties, including completing customer transactions over the phone, issuing refunds as needed, researching past billing discrepancies and taking care of product exchanges.
Placing new order/volume orders, handling existing orders, returns/replacements and online orders
Update customer databases including: contact details, past complaints, resolutions, billing information, and shipments.
Resolve complaints and customer problems in an efficient, professional and friendly manner.
Educate customers on the product for optimal understanding.
Your primary goal is satisfying the customers needs while continuing to earn their business.