SPE-AV Social Media Monitoring
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About this role
Job Summary
Front line contact center agents who handle calls chats and emails for our clients and their customers These cases include responding to inquiries managing complaints troubleshooting significant client and customer service problems and providing general information in a professional manner through positive and quality interactions
Responsibilities
Front line contact center agents who handle calls chats and emails for our clients and their customers These cases include responding to inquiries managing complaints troubleshooting significant client and customer service problems and providing general information in a professional manner through positive and quality interactions
2 Key Responsibilities list what the person will be doing on a day to day basis
of time
Address issues or tasks assigned to them through ticketing systems via Chat Email or Phone channels
Provide guidance and support to drivers via phone for break and maintenance requests
Assist with monitoring of vehicle alerts including but not limited to service alerts oil changes za and gasetc and take action as necessary by submitting work orders
Strong communication both written and verbal Compose thoughtful concise messages that align with Waymos voice across all channels
Excellent active listening skills
Time managementorganizational skills
Excellent professional and diplomatic skills while being empathic with the client and or customer
Monitor rider interactions through visual and audio prompts in our internal tools
Adaptable and flexible not afraid of change which leads to growth
Comfortable working in a fastpaced environment
Superior troubleshooting skills with the goal of first touch resolution Know when to escalate to Team Lead with complete troubleshooting description in case notes
Functional Testing for SW and HW related updates on required basis
Computer proficiency able to navigate Google Applications
Maintain up to date knowledge of Waymos selfdriving technology our service and messaging by completing new trainings and knowledge checks in a timely manner
Case creation categorization correct client codeprioritization Case closure follow up on aging or open tickets
Escalate to Team Lead if all areas of troubleshooting have been tried Monitor user interactions and prioritize inquiries through our internal CRM system
Superior skills at multitasking phones chats and emails Exemplify professional and diplomatic demeanor with client and customer
Meet internal metrics such as quality performance SLAs and shift adherence
3 Job Requirements
As per the 2006 Age Discrimination Act please do not specify number of years experience Use words like Extensive Strong Good Fair
Essential Skills
Should have excellent problem solving skills and the ability to logically reason out deduce situations logically to troubleshoot sequentially in order to provide global quality assistance
Must be ambitious energetic and carry the mindset to deliver first time resolution
Excellent customer service skills thorough with call chat and email correspondence
Basic technical troubleshooting knowledge Technological awareness is a must
Must be spontaneous creative and showcase the quality of taking personal ownership to solve for customer needs
Must carry a professional diplomatic and empathetic persona which is evident through the quality of work handling voicemail Email Chat transactions with client and customer steps were taken to make sure details are clearly and concisely written
Should be flexible to working in shifts and familiar with a 24x7 work atmosphere
Nice to Have Skills
Experience of working with Tier 1 clients
Knowledgeexposure on ticketing tools Service Now Remedy Spiceworks Hubspot etc
Knowledge on operationsservice delivery and ability to manage critical situations with minimum supervision
Already have an understanding of Contact center metrics and how they relate to the teams goals and Customer Service
Qualifications
34 years of customer service experience Experience for a ride sharing service car company preferred
Willing to work onsite 100 of the time
Excellent spoken and written communication skills Versant 65 or CEFR C1
For Internal Hires the following also applies
Successful completion of 90 day probationary period
No Attendance Occurrenceswrite ups or disciplinary action within the last 90 days
Meet or Exceed existing Performance Service Level Agreements SLA and Quality Assurance Standards
4Travel required
NO