Contact Center Agent II

Job Description

JOB DETAILS

REQUIREMENTS

• Excellent communication skills’
• Strong problem solving and technical thinking abilities
• Strong attention to detail
• Ability to multitask and prioritize
• Customer service and solution focused

Preferred

• Advanced proficiency with Excel
• Experience with data visualization tools such as Tableau and Visio
• Familiar with ticketing systems like FreshDesk
• Comfortable with cross functional collaboration

RESPONSIBILITIES

• Deliver exceptional support across multiple channels by handling inbound and outbound calls, website chats, and emails with the goal of resolving all first-level inquiries efficiently and professionally.
• Act promptly on escalated issues from customers and sellers, ensuring a positive experience and timely resolution.
• Serve as the critical link between customers and sellers, relaying delivery details, coordinating pickups, and confirming successful fulfillment.
• Manage communication through Freshdesk, acting as a liaison to maintain transparency and accuracy on behalf of the company.
• Assist with order management by refilling and relisting tickets via point-of-sale systems and partner platforms to support customer needs.
• Provide support for partner sites, fielding inquiries and resolving issues across calls, chats, and emails.
• Offer guidance to peers by answering questions related to customer ticket requests and fulfillment processes.
• Coordinate with selling partners and FedEx via phone, email, or support tickets to confirm delivery details and provide timely updates.
• Collaborate with internal departments and stakeholders to ensure smooth operations and exceptional service delivery.

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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