The role of a Senior Member Success Agent is to create a positive customer support experience and build strong relationships with our members. Team members accomplish this through; problem solving, ensuring timely resolution or escalation of requests, communicating promptly on progress, and handling customers with a consummately professional attitude across a range of support mediums. Our teams goal is to ensure members are being provided with the highest levels of customer service at all times.

RESPONSIBILITIES

• Follow up with other support staff involved in resolution, to ensure the ticket is conclude in a satisfactory resolution
• Achieve or exceed required team KPI goals.
• Support team lead/managers with admin tasks as needed., including Reputation Management.
• Coordinate escalations and make sure that urgent issues are communicated promptly.
• Help ensure the fulfillment of service requirements set by the department head (e.g. a maximum response time).

REQUIRED SKILLS & QUALIFICATIONS

• Must read, write and speak English at an advanced level
• Excellent communication skills, both written and spoken.
• Must have at least 2 years of working experience in a customer service role where directly interacting with consumers.
• A suitable candidate will have a proven record in providing customer service in an online web-environment.
• Excellent attention to detail.
• Proven organizational skills, time management and able to multitask
• Ability to work independently.
• Proactive, motivated and flexible team player who is keen to work in a stimulating and fast paced work environment.
• Possess a positive attitude and have energy and enthusiasm.
• Computer literate with experience with Microsoft office programs, such as Excel, Word and PowerPoint, working on shared documents and willing to learn new programs.
• Strives for continuous improvement and contributes with new ideas
• Looks beyond simple solutions doesn’t stop at first answers, looks to resolve problems quickly takes accountability for actions
• Promotes a spirit of cooperation with other members of the work group always helpful to the rest of the team.