Customer Service Manager (email & live chat agent) in MONTE-PRO

Customer Service Manager (email & live chat agent)

Бар (Чорногорія), віддалено

Expertise MONTEPRO is a multi-product IT company that develops cross-platform applications and services.
We are a team of like-minded people united by a common goal and values. Our products are among the top user ratings in Europe, the UK, the USA, Canada, Australia, and New Zealand.

Requirements:

— Minimum of 2 years of experience in a Customer Service Manager, Customer Care Agent Support, or Customer Support Representative role;
— Excellent command of written and spoken English;
— Strong communication (including active listening and negotiation) and analytical skills;
— Good problem-solving abilities with a focus on quality;
— Capability to work independently and as part of a team;
— Support existing partners, and search for approaches to increase profits with current webmasters;
— Analysis of indicators of marketing efficiency of partners’ traffic and decision-making based on these indicators;
— Analysis of competitors, new verticals, and markets;
— Monitor traffic quality.

What You Will Do:
— Take ownership of resolving and processing customer requests;
— Develop an in-depth understanding of our product to provide effective support;
— Provide consultancy to clients on aspects of the company’s product through emails, and chats, and do an initial analysis of client requests;
— Collect, understand, and document client issues and information;
— Efficiently escalate client requests to the appropriate team for resolution when necessary;
— Evaluate the speed and quality of client request processing;
— Provide clear and timely responses to clients regarding the resolution of their issues;
— Act as the primary point of contact for clients during the integration phase;
— Be available on-call during out-of-office hours for highest priority support issues.

Why us:
— People-driven team;
— Clients worldwide;
— The international team of talented people;
— Possibility to deliver services from any location;
— Balance between routine and developmental tasks;
— Compensation for the cost of group English language training;
— Work from a convenient office in Montenegro or remotely;
— Official employment in Montenegro (in case of relocation);
— Compensation for sick leave and paid vacation.