Customer Experience Agent

What is Basis?
Basis is a brand incubator that curates end to end experiences that customers love.

What does a Basis Customer Experience Agent really do?
Think of yourself as the backbone of the company, the employee that will provide the best experience to our customers.

JOB TYPE: Full-time.
HOURS: To be discussed in your interview.
LOCATION: Remote, however stable connect must be verified.
VOICE AGENT: Highly desirable if you're comfortable handling phone calls. Please make a note in the application below if you're able to resolve customer inquiries accurately and efficiently over voice chat.

As an awesome agent, you must provide the following to our customers:
• World-class service to our customers: You will do this in accurate, efficient, and respectful manner as measured by different performance metrics.
• Great Customer Satisfaction and Experience: You will ensure that all communications are handled professionally based on quality guidelines.
• Meet and exceed mandated KPI’s (Key Performance Indicators): You will ensure consistent performance based on a continuous improvement model.
• Provide in-depth product support with a focus on delivering an amazing customer experience
• Respond to customer inquiries via email, chat, text, and sometimes phone
• Master the product you support, learning all its nuances and keeping up to date with the latest updates and support policies
• Keep track of common pain points and feature requests that customers express and surface these insights regularly
• You will also perform other duties as assigned by management.

So, do you have what it takes to become part of the team?

Requirements: What exactly are we looking for? Well, we need the following:
• 2+ years Customer Service experience in a quality focused program (if you don’t have this, you may be eligible for a Tier 1 role)
• Experience on phone, email, live chat, and all social media support channels. Plus, experience in Customer Service, Sales, Billing, Collections, and Technical Support.
• Excellent verbal, written and comprehension of English
• Experience using customer support tools (e.g., Gorgias, Zendesk or something similar)
• Must type at least 50 WPM
• Strong reading comprehension and problem-solving skills — great Support Heroes know how to “read between the lines” to give customers the help they need
• Troubleshoots customer problems, identifies root cause of problem and uses tool and resources appropriately to determine how to resolve customer problem.
• More web, computer, and smartphone savvy than the average person
• Desire to stretch yourself and learn new skills

Your performance is measured by looking at:
• Customer satisfaction ratings
• Total support tickets resolved, weekly and monthly
• Your reliability and self-management
• Your proactive attitude toward ticket handling and suggesting improvements to the customer experience
• Whether your work reflects Basis’s core values (Outlined in application)

Compensation
• Competitive salary compensation based on experience
• Permanent contract
• Bi-weekly Payment in US Dollars

VERY IMPORTANT: The application process at Basis is in-depth because we only hire truly dedicated individuals. Please take your time to make sure your application is the best representation of your skills and Upgrade to see actual info application will be considered unless this sheet is properly filled out: Upgrade to see actual info