Customer Support Executive

Job Description - Teammate

It started with one Ridiculously Good idea—create a different breed of BPO! At TaskUs, we understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment’s notice, and mastering consistency in an ever-changing world. If that's something you want to be a part of, apply today!

What does a Customer Care Specialist really do?

Imagine yourself going to work with one thing in your mind: to provide the best customer experience to your clients.

Think of yourself as someone who will provide world-class service to our customers in an accurate, efficient, and respectful manner on every call as measured by different performance metrics.

Roles and responsibilities:

Deliver exceptional customer service by promptly addressing customer inquiries, resolving issues efficiently, and ensuring overall customer satisfaction;

Research and provide accurate and timely responses to inquiries coming through phone, email, and live chat support channels;

Navigate internal and external documentation and resources to provide world-class service;

Identify and escalate priority or unresolved issues to appropriate internal teams;

Route calls to the appropriate resources when necessary and document all customer interaction information according to standard operating procedures;

Identify, troubleshoot, and communicate emerging trends and patterns in accomplished issues;

Strive for high-standard customer satisfaction and experience and ensure that all calls are handled professionally based on the quality guidelines set by the client;

Adhere to established protocols, KPIs, guidelines, and company policies to ensure consistent and standardized delivery of customer service;

Foster a collaborative work environment by engaging with team members, supervisors, and other departments to resolve customer issues, share knowledge, and contribute to a positive team atmosphere;

Participate in all mandated internal and external training and/or seminars; and

Get to know, understand, and comply with TaskUs’ policies and procedures.

Technical skills and qualifications:

Must possess at least 1 year of documented customer support experience.

Computer literate with typing speed of 40 WPM.

Fluent in the English language, as well as reading and writing in English

Soft skills:

Problem-solving and critical-thinking skills

Great communication skills, written and oral

Must be adaptable and flexible, demonstrating abilities to work with process and information changes

Empathic toward customers and can maintain a customer-centric approach

Team player: acts as a key participant within the internal team and broader company by taking part in department initiatives, providing feedback/updates, promoting collaborative solutions, and supporting colleagues/departments

Open to feedback, eager to learn, and can show improvement

Personality traits required:

Resilient, calm, and professional when dealing with challenging situations

Adaptable to a dynamically changing business

Trustworthy and reliable with a high level of integrity

Resourceful, high attention to detail, and the ability to multitask