Customer Support Tier I

Role Title: Customer Support Tier I

ECLARO: A quick Summary

ECLARO is an award-winning professional services firm headquartered in New York City and operating in the U.S., Canada, UK, Ireland, Australia and the Philippines. We are dedicated to a singular purpose: providing the Right People to meet every client’s needs and solve business challenges through strategic staffing, permanent placement, custom outsourcing & offshoring. Utilizing our proprietary TRINIT-E® Service Maturity Model, we help clients implement programs to promote innovation, automation and process improvement.

Main Job Tasks and Responsibilities:

•    Provide great customer experiences while dealing directly with customers by chat or email
•    Respond promptly to customer inquiries
•    Handle and resolve customer complaints with empathy and care
•    Obtain and evaluate all relevant information to handle product and service inquiries
•    Assess customer needs and properly escalate challenging cases
•    Quickly review content of cases and ensure they are routed to the proper queues

Qualifications and Requirements:

•    Experience working with both Salesforce or review sites' process is a plus
•    Experience working within a BPO in customer service roles in the E-commerce space
•    Proven success in working in a queue-based system
•    Ability to function independently and collaboratively in a team
•    Strong communicator in both written and spoken English
•    Critical thinker with the ability to creatively problem solve
•    Able to balance competing priorities with strong time management skills
•    Motivated, passionate and coachable team member
•    Organized and detail-oriented representative
•    Possesses strong emotional intelligence
•    Accountable to hit individual goals and complete work on time