POSITION SUMMARY
Our customer Support Representatives will guide the Mood customers through solving their issues
related to the products they have installed, billing and account questions.
An interaction with a Customer Service representative can sometimes make the difference between
saving or losing a customer. It can strengthen the relationship between the businesses but it can
break it as easily. Empathy, active listening, an eye for detail, multitasking and great organizational
skills are some of the traits that help someone provide great customer service. We’re looking for
people eager to develop those skills and help them learn the ins-and-outs of client satisfaction.
JOB REQUIREMENTS
- Providing high quality and timely responses to inbound and outbound phone calls and to
customer inquiries via emails and chat
- Analyzing, troubleshooting and resolving technical issues for music and sound system
products
- Providing guidance and explanation of invoices, one off charges and account questions to
clients, ensuring they fully understand the issue and resolution
- Understanding all procedures within all related areas of the department and company
- Understanding of product functionality and has the ability to efficiently explain it to the
customer
- Entering data and providing information with high degree of integrity
- Problem solving to resolve customer incidents and account reconciliation issues – on the first
call whenever possible
SKILLS AND EXPERIENCE
- English – level C1/C2 written and spoken
- Experience in a customer service environment (retail, SSC, etc)
- Excellent verbal and written communication skills, positive phone demeanor, great problem
solving skills and critical thinking
- Detail-oriented and excellent follow-up skills
- Able to multitask in a fast paced environment
- Very good computer skills, great knowledge of MS Office applications
- Responsible, well organized, extremely thorough, open, assertive, proactive, analytical and
logical person
- Excellent team player as well as independent worker
Please note that this position requires coverage to US clients throughout multiple time zones and we
need availability for evening/night shifts and weekends (weekday shifts start between 15:30-19:30
and end 00:00-04:00)
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