Job Category
Job Type:
Job Location:
Rate:
- 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.
