Customer Support Agent

Job Description

Job Description

We are seeking a dedicated Digital Customer Support Agent to join our team for a three-month contract, with the potential for extension. The successful candidate will be responsible for managing guest care tickets via email, addressing a variety of issues, while maintaining productivity and service levels. Additionally, this individual will be responsible for the training and development of new team members. The role may require working afternoon, evening, and weekend shifts.

Responsibilities

• Answering guest care tickets via email or social media.


• Resolving an average of 300 tickets per week, average of 7 per hour.


• Offering solutions and following up to ensure resolution of guest requests - reaching CSAT of 80%.


• Identifying high risk complaints and escalating through the appropriate procedure to supervisors.


• Adhering to guidelines, escalation procedures, and tagging system.


• Meeting performance metrics such as productivity, quality, reply time, and customer satisfaction.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com. To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

• Exceptional communication and customer service skills.


• Owns a laptop and has a designated workspace at home.


• Strong affinity for technology and applications.


• Proficiency in written and verbal English and French.


• Availability to work one weekend day and overtime if necessary.


• Experience with Microsoft Office.


• Resourceful, self-starter and self-motivated.


• Problem solver, thinking quickly and creatively to resolve issues.


• Adaptable and quick to learn new systems and processes in dynamic work environments.


• Experience in loyalty programs, including guest handling.


• Background in analytics, technology, live chat, phone lines, or IVR.


• Certificate or diploma preferred.