Group Communications Specialist
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Develop strategic internal content and campaigns for Absa Group, a leading African banking group. Strengthen colleague engagement across digital communication channels.
Deschide
SupportNinja oferă servicii flexibile de externalizare pentru companiile care au nevoie să își extindă capacitățile fără să își mărească proporțional numărul de angajați interni. Activitatea sa acoperă experiența clienților, asistența pentru clienți și suportul tehnic, moderarea conținutului, prelucrarea datelor, precum și finanțele și contabilitatea. Compania combină furnizarea de servicii adaptate cu soluții bazate pe inteligență artificială pentru a ajuta peste 200 de companii să își îmbunătățească operațiunile și să urmărească dezvoltarea. Înființată în 2015, SupportNinja activează în domeniile B2B și SaaS.
Seasonal Customer Service Representative II – Texas Remote
SupportNinja is hiring a seasonal, remote Customer Service Representative II in Texas to assist users of a US tax-filing platform. The role handles tax, account, payment, and product questions through phone and chat.
Descriere
- Respond promptly and professionally to customer inquiries through phone, email, or chat while using no more than two communication channels
- Explain products and services in thorough, accessible terms
- Resolve complex customer issues efficiently and within appropriate timeframes
- Follow up to confirm that customer concerns have been satisfactorily resolved
- Record customer interactions accurately in the company CRM
- Manage escalated cases through efficient resolution
- Remain composed and professional when handling high-pressure situations
- Follow established company policies and procedures
- Meet or surpass performance targets for relevant KPIs
- Complete training programs and ongoing learning modules
- Work with other departments to resolve customer issues
- Support users of a US tax-filing platform by phone and chat
- Address tax-filing and product questions involving refund status, filing requirements, tax documents, IRS statuses, W-2s, dependents, and other high-level tax topics
- Troubleshoot account, payment, and basic product or app issues
- Explain tax and financial information and help customers understand required return details and documents
- Refer more complex tax questions to a potentially higher-tier tax professional
Cerințe
- At least two years of experience in customer-facing support
- Previous experience assisting customers by phone
- Ability to explain complex information in clear, conversational language
- Sound judgment about when to escalate an issue instead of answering directly
- Experience managing stressful customer interactions with patience and professionalism
- Background in tax preparation, tax software, fintech, banking, insurance, or another regulated financial product
- Availability throughout tax season, including some evenings and weekends during peak periods
- Warm, calm, patient, conversational, nonjudgmental, thoughtful, and confident communication style without bluffing
- Ability to work remotely from Texas, United States
- Ability to provide personal equipment and device under a BYOD arrangement
Beneficii
- Remote work-from-home arrangement
- Bring-your-own-device setup
- Seasonal employment opportunity
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