All the best teams need good direction. As a Customer Service Op, it's your role to help promote the use of the support channel and assist within your team to work together and get the best results. Being a Customer Service Op you would be expected to oversee the daily/weekly and monthly managing of the client customer service. You will also be required to review any post/comments that is posted in the forum to ensure accuracy on any CS related subjects and manage them to the desired level. You would also be responsible for ensuring the staff team are fully updated on any changes or difficulties you may see or make.
High performance is key to any business, and as Customer Service Op you'd play a vital role in the customer sector of the business; for the reason we will work with unified and easy-to-use framework for delivering the best possible service for all of our customers, this will be something that should in essence be for everyone. You'd organise your work load and make sure performance is kept to a really high standard and if and when required make the Customer Service Manager aware of any challenges within your work load so that they can take this into account when assessing your performance.
Whatever business area you work in, your workload would/could involve being delegated tasks, monitoring the desired changes or focus on implementing new ideas that affect your area.
Responsibilities include helping clients with queries regarding the account and managing them in line with the company procedures, and if necessary passing them to technical staff.
You should be willing to spend time with a client as more often than not you will be needed to help them get a solution to a problem, and if necessary direct them to the correct team.
As with any of the roles here at HostChaos LTD, you will also be managing Live Help and dealing with the enquiries there or directing the customer to the best place (e.g - Support Ticket, LZ, IRC Support Channel)
Other duties vary depending on the type and size of the rest of the businesses work load, but the job can include service complaint responsibilities on your area of for feedback on improvements, sales ordering and taking part in special customer promotions or events. In some cases you'd support other team members, whilst in others you'd only be looking after your main area.
You will be expected to take on the first line of support regarding relations between customers and HostChaos staff. You should ideally have experience in working closely with customers in a professional, mannerly way as your role will be to interact with the customers and ensure they are happy with the service they are receiving. You will be required to assist them quickly and efficiently, should they need it. Any messages you receive should be passed to the Administrator if necessary.
Hours/Environment: Working time, your week would be between 15 and 20 hours. You should be able to commit to these hours prior to applying for this role; these hours are flexible however you should hold a presence during evening hours as this is usually our bigger demand. Your working environment would/could be working on your own or as part of a team remembering that there is no I in team, however you do need to be able to work on your own initiative.
Required Skills: To be a Customer Service Op, you must have: The ability to self motivate. Good spoken and written communication skills. A responsible attitude. Good 'people skills' for building relationships with colleagues at all levels. The ability to plan and prioritise your own work and other people's. Be able to commit to a minimum of 15 hours per week. Willing to follow instructions by Senior Management. Willing to accept criticism and work on the areas of where you have been given feedback. Good time management skills and complete tasks in a timely manner. Calmness under pressure. Decision-making ability. Accuracy with record keeping. IRC skills.