At BrightDrop Virtual Assistants, we pride ourselves in only hiring the most talented & experienced virtual assistants in the Philippines & México. We have been in the business of contracting people to work from home since 2014.
We’re hiring a Customer Service Dispatch Representative for our client, a company dedicated to providing innovative technology solutions for retailers across the U.S.
Job description:
The Customer Service Dispatch Representative will be responsible for receiving incoming calls and electronic communications from our customers and converting them into support tickets with the appropriate priority level. They will also be required to transfer incoming calls to appropriate staff, transfer tickets to Service Technicians for appropriate territories, and work closely with Support and Service Technicians to ensure the customer is assisted quickly and with genuine empathy for the customer’s needs.
Job duties:
- Provide Excellent Customer service to both external and internal customers
- Answer and direct incoming calls to appropriate personnel
- Create support tickets from incoming calls and electronic communications, including Call board, efficiently and accurately
- Escalate calls appropriately
- Diffuse customer complaints
- Make outgoing calls/electronic communication to Service Technicians
- Multi-task with accuracy
- Create manager cards as requested
- Send out supply order invoices
- Additional duties and responsibilities as needed
Qualifications:
- A minimum of two years of experience in customer service
- Fluent in English and Spanish both verbal and written.
- At least one-year customer support in a call center environment
- Dispatch experience preferred
- Familiarity with Microsoft Office
Home Office Requirements:
- Own PC or laptop with at least an Intel i5 processor and 8GB RAM:
- Wired internet connection (at least 25 Mbps recommended)
- Noise-canceling headset for clear call quality
- Quiet and dedicated home workspace
- Available