Customer Service Representative
Customer Service Representative
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2-3years
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
JOB SUMMARY: This role will require the ideal candidate to handle inbound tickets via email
(chat may be a future support channel as well) track and update onhold tickets due to partner
platform issues generate tracking tickets with partner platform support teams as needed
primarily for incident management identify and track additional templated response needs and
flag help center articles that require updates.
ABOUT POGO
Pogo is an app focused on empowering users with their own data. In a world where
corporations are often benefitting from users data without their knowledge Pogo helps users
take control of their valuable information while earning cash dividends and gaining access to bill
saving credit building and research study opportunities.
Our ideal candidate is genuinely excited to help customers. Must be patient empathetic and
passionately communicative. Problemsolving and attention to detail are key skill sets needed
for this position. Additionally experience with incident management and escalations is highly
desired.
The main goal of the CSR is to generally act as a liaison provide product/services information
and resolve any emerging problems that our customer accounts might face with accuracy and
efficiency.The target is to ensure excellent service standards respond efficiently to customer
inquiries and maintain high customer satisfaction.
RESPONSIBILITIES
Manage 7080 inbound customer tickets daily
Create and monitor tickets with 3rd party platforms for external issues affecting
customers
Select and modify appropriate templated responses based on specific circumstances
Occasionally generate custom responses for unique customer issues
Escalate tier 3 tickets to manager
Identify and escalate bugs and trending issues to manager and the engineering team
Meet/Exceed SLAs based on ticket type
Identify and flag user feedback within requests
Recommend additional templated responses to increase efficiency in interactions
Flag missing help center articles and necessary updates
Investigate/audit users for fraud
REQUIREMENTS
2 years exposure in customer support experience or as a client service representative
Track record of overachieving KPIs
Good customer orientation and ability to adapt/respond to different types of characters
Adept in using any CRM or software for database management
With basic knowledge of MS Excel Google Drive etc.
Sound decision making and organizational skills Exceptional English communications both written and verbal
Must be willing to work ThursdayMonday (US); PH Hours 3PM12AM
Advantageous/Preferable Attributes:
Experience working with apps or financial platforms
Experience working with partner platforms or outside organizations
Experience using Zendesk
Desire to occasionally work overtime coverage for an out of office team mate or for other
collaborative company projects (generally data entry)
Please note that Pogo prioritizes work/life balance so in addition to elevated pay
rate for overtime we
2 years exposure in customer support experience or as a client service representative Track record of over-achieving KPIs Good customer orientation and ability to adapt/respond to different types of characters Adept in using any CRM or software for database management With basic knowledge of MS Excel, Google Drive, etc. Sound decision making and organizational skills Exceptional English communications, both written and verbal Must be willing to work Thursday-Monday (US); PH Hours - 3PM-12AM Advantageous/Preferable Attributes: - Experience working with apps or financial platforms - Experience working with partner platforms or outside organizations - Experience using Zendesk - Desire to occasionally work overtime coverage for an out of office team mate or for other collaborative company projects (generally data entry) - Please note that Pogo prioritizes work/life balance, so in addition to elevated pay rate for overtime, we
Education
Bachelor's
Employment Type
Full Time
