Remote Customer Service Agent

**Title**: Remote Customer Service Agent
**Department**: Remote Customer Support Team
**Reports To**: Call Center Performance & Quality Supervisor

**Summary**:We're seeking a dedicated Remote Customer Service Agent to become an integral part of our virtual call center team. Your mission will be to deliver outstanding customer service and support by addressing inquiries, resolving concerns, and ensuring every interaction leaves a positive impression. Leveraging Gorgias as your primary tool, you'll excel in handling inbound calls and providing timely, accurate solutions. If you have a knack for communication, enjoy problem-solving, and are driven to achieve performance goals, we'd love to hear from you.

**Working Hours**
- This position requires strict adherence to specified working hours to ensure seamless collaboration and support across all remote teams.
- The standard work schedule is Monday through Friday, 8:30 AM to 5:30 PM Eastern Standard Time (EST).
- Equivalent working hours in Egypt Standard Time (EET) are Monday through Friday, 3:30 PM to 12:30 AM.
- All team members, regardless of location, are expected to be fully available and engaged during these hours.

**Key Responsibilities**:

- **Customer Interaction**: Handle inbound customer calls promptly and professionally, utilizing Gorgias to access customer information and history. Actively listen to customer inquiries and concerns, demonstrating empathy and understanding. Provide accurate and timely information, resolving customer issues efficiently and effectively.
- **Call Handling**: Adhere to established call handling procedures and scripts, ensuring consistency and quality. Accurately document all call details and customer interactions in Gorgias. Follow up on customer inquiries and requests as needed.
- **Performance Goals**: Achieve individual and team performance targets, including call volume, call duration, and customer satisfaction ratings. Participate in regular performance reviews and coaching sessions to enhance skills and knowledge.
- **Gorgias Utilization**: Effectively utilize Gorgias to access customer information, manage call queues, and document interactions. Stay current on Gorgias updates and utilize new features to enhance efficiency.
- **Teamwork and Collaboration**: Foster a positive team environment using Google Workspace for communication. Collaborate with colleagues to share best practices and resolve customer issues. Participate in team meetings to enhance skills and knowledge.

**Qualifications**:

- Excellent English verbal and written communication skills
- Strong problem-solving and decision-making abilities
- Customer-centric attitude with a focus on providing exceptional service
- Ability to work effectively under pressure and manage multiple tasks simultaneously
- Proficient in computer skills and comfortable using CRM systems
- Previous experience in customer service is preferred but not required
- High school diploma or equivalent

**Remote Work Requirements**:

- Personal computer with up-to-date operating system and security software
- High-quality headset with noise-canceling capabilities
- Fast and reliable internet connection (minimum 10 Mbps download, 5 Mbps upload)
- Quiet, dedicated workspace free from distractions
- Ability to maintain a professional work environment at home
- Self-motivation and discipline to work independently
- Familiarity with remote collaboration tools such as Google for meetings
- Proficiency in using Google Drive for information sharing and report uploads

**Additional Considerations**:

- Remote workers will not be required to keep their cameras on during meetings but should be prepared to turn them on via Google Meetings if requested by management for quick check-ins.
- Employees must adhere to a scheduled break schedule throughout their shifts.
- Strong time management skills are essential to ensure punctuality and reliability in a remote setting.