Live-chat Customer Support (English and Spanish) - REMOTE

Job description

Pronounced "You and I", UENI provides low-cost, easy solutions to help small businesses attract new customers online.

Our mission is to give small service-sector businesses access to the customer base now captured by larger businesses who have the time, knowledge, and resources to build a professional online presence.

UENI builds each business a search-engine optimised website, verifies the business on Google, and lists the business on high-traffic, trusted platforms and online maps.


UENI seeks a World-Class remote Customer Service Agent to join our team. When we say "world-class" we mean it. We don't want to be second best. Our goal is to lead not only the industry but to deliver a level of support which is recognized outside it too.


Hours:  The hours for this position will vary depending on business requirements. However, it is essential that the person who is chosen for this role can work Weekdays 8AM - 4pm UK time and is available to do some shifts over the weekend (2pm - 10pm UK time)


Responsibilities:

  • Answer a variety of customer queries via different channels, including e-mail, live chat and social media.

  • Educate our growing customer base in the use of our tools and the technology which backs it up.

  • Investigate technical issues.

  • Become an expert in every aspect of our products.

  • Be a true advocate for our customers.

  • Create tutorial videos and knowledge base articles in order to assist customers in resolving issues independently.

  • Collate and filter feedback from customers and make suggestions as to how we can improve our service and increase efficiency (this is an important one, you will have a voice in how we operate, and you will be given the credit you deserve for your success).

Requirements

  • Bilingual/ Fluent in English & Spanish (written)
  • Experience of working in, or a desire to work for a startup company (We care about what we do and we work hard).
  • 3+ years in a Customer Service role responding to large volumes of emails and chats.

  • Strong communication skills, some of our team members are located in other offices.

  • Experience of ticketing and/or live chat software (Fresh Desk, Zoho Desk, Zen Desk, Happy Fox etc.)

  • Genuine desire to create the best customer journey possible.

  • Able to explain complex concepts in easy to understand language.