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Operations
Full time
Remote

Who You Are

If you resonate with what you have read so far, this is who we are looking for:

You believe in enjoying what you do for work and you are good at your job. You are a committed, adaptable, technology savvy, and self-motivated individual with a good sense of humor. You enjoy working in a fast-paced and people-centric environment that drives high performance and positive behaviors. You enjoy learning as well as sharing knowledge and teaching others. You are proactive and take the initiative for continuous improvements.

Key Responsibilities

Handle inbound and outbound customer inquiries via phone, email, chat, and social media

Provide accurate information about products, services, policies, and procedures

Troubleshoot customer problems and provide effective solutions

Document all interactions thoroughly in the CRM system

Escalate complex issues to Team Lead or specialized departments when appropriate

Meet or exceed individual KPIs including CSAT, AHT, FCR, Quality scores, and adherence

Follow established scripts, guidelines, and quality standards

Manage multiple conversations simultaneously in chat and email channels

Adapt communication style to suit different channels and customer preferences

Maintain a comprehensive understanding of client products, services, and systems

Stay updated on product changes, promotions, and policies

Participate in team meetings, training sessions, and coaching opportunities</li

Provide feedback on processes, tools, and customer pain points

Share best practices with team members

Qualifications

High school diploma

1-2 years of customer service experience (fresh graduates with strong communication skills may be considered)

Excellent written and verbal communication skills in English

Strong computer literacy and ability to navigate multiple systems simultaneously

Ability to work flexible hours including weekends and holidays as needed

Previous BPO or contact center experience is a plus

Bilingual or multilingual capabilities preferred

Experience with CRM systems (Zendesk, Salesforce, Freshdesk, etc.) is a plus

Technical troubleshooting skills preferred

Key Skills

Customer Service, Communication, Problem-Solving, Multi-tasking, CRM Systems, Empathy, Adaptability, Attention to Detail

Eligibility Requirements

To be eligible to apply for any position at Sirius Support, you will need:

•A stable internet connection of at least 50 Mbps up and down

•A laptop or desktop, PC or Mac or Linux based operating system, dual core processor with at least 8GB or RAM

•A webcam and headset

•A quiet place to work

•A go-getter attitude and a willingness to learn and teach

•Energy and excellent ability to communicate with customers

•Excellent command of the English language – comprehension, spoken and written

Equal Opportunity

Sirius Support is an equal opportunity employer committed to building a diverse and inclusive workforce. We do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic.

Sirius Support

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