Customer Engagement Representative - SurveyMonkey
You will provide world-class support to our diverse customer base, resolving customer issues through contact channels including email and phone.
Summary about this job
Other
Company: SurveyMonkey
Location: Sydney
Work type: Full Time
Salary: n\a
Phone: +61-2-3179-2462
Fax: +61-8-4495-8563
E-mail: n\a
Site: n\a
Detail information about job Customer Engagement Representative - SurveyMonkey. Terms and conditions vacancy
- Exceptional Work Culture
- Collaborative Environment
- Above Average Benefits
About the Customer Operations Team
Are you a problem solver? A people person? A customer advocate? We're looking for someone who is passionate about helping us live up to our promise to deliver the industry's best customer support. Every day, we help our 20 million (and growing!) customers make smarter decisions, be it on the phone, over email, or through our Help Center, while thinking up new ways to do an even better job tomorrow. If empowering smarter, quicker, and easier decision-making appeals to you, help make it happen – apply today!
The Role
As a member of this high-performance team you will provide world-class service, via email and phones, to our diverse customer base; resolving customer issues, primarily through email support. You will address and resolve customer technical difficulties and product usage inquiries, and provide consultative support and recommendations to help our customers be successful in their current and future survey endeavours. This role will be a Sunday-Thursday shift.
Responsibilities:
- Collaborate with customers by email to make every user successful. This involves troubleshooting, making recommending or explaining products and services that are best suited to the customer's needs.
- Successfully resolve complex customer e-mails through the use of multiple customer support tools and personal product knowledge.
- Ensure the highest level of customer satisfaction by providing quality issue resolution within the established response times and adapt to needs of queue & service levels.
- Address and escalate technical concerns; recreate site and tool issues as necessary.
- Collaborate cross functionally to identify, specify, develop, and deploy operational changes to improve the customer experience.
- Identify and evaluate opportunities to increase customer retention and satisfaction through the use of our products and services.
- Help identify and develop opportunities to expand self-help in the application.
- Work on projects to enhance team operations and improve productivity.
Qualifications:
- World-class customer service focus.
- Strong oral and written communication skills
- 1-2 years of experience in a customer-facing role, preferably for an Internet or e-commerce company
- Flexibility with shifts
Please note below: As writing and communication skills are imperative to the customer experience you will be required to complete a writing exercise as part of the interview process. We will respect any reasonable request for accommodation associated with this exercise.
At SurveyMonkey, we offer competitive salaries, medical/dental benefits, PTO, Superannuation, paid holidays, and equity compensation.
SurveyMonkey is an equal opportunity employer.