[Hiring] Customer Support Representative III @Sinch

Role Description

Customer Support Representative will be responsible for providing assistance to MessageMedia’s customer base via phone, email & chat channels. Providing 24/7 support by identifying effective solutions to meet customer needs, helping customers understand and get the best out of our products, troubleshooting issues, assisting with billing queries and maintaining customer account data. The role will span across online chat, email and phone communication channels and cover rotating across a 24/7 roster.

• Provide outstanding and timely technical and account/billing support in a fast-paced environment through phone, chat and email channels.
• Guide customers in their use of the platform by providing step by step support and answer questions related to our products and pricing.
• Meet or exceed KPIs as set by your team leader, such as response time and quality metrics.
• Ensure product knowledge is thorough and up to date by attending product briefings and training sessions.
• Identify and escalate relevant concerns or customer feedback which may assist to drive improvements in both internal efficiencies and better customer outcomes.

Qualifications

• 3+ years of experience in customer service supporting English-speaking international customers.
• Strong chat support experience is a must.
• Excellent written and verbal English communication skills.
• Passionate about delivering exceptional customer experiences.
• Strong interest in business and technology.
• Proven critical thinking and creative problem-solving abilities.
• Team player with a proactive and positive approach.
• Quick to learn and adapt to new software platforms.
• Self-motivated with the ability to work independently.

Requirements

• Shift: Mid/UK shift; Must be open to rotating rest days.

Benefits

• Remote work setup.
• Birthday leave (day off on your birthday).
• Additional vacation leave as outlined in the employee handbook.
• Health insurance coverage.
• Home internet allowance.
• Access to the Employee Assistance Program (EAP).

Company Description

At Sinch, we are a global leader in providing cutting-edge communication platforms, enabling businesses to connect with any mobile phone on the planet in seconds, or less. Our platform supports mobile SMS, rich messaging, voice, and video communication solutions for some of the biggest companies in the world.