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Customer Service Representative

2 months ago

Brownsville, Texas, United States TaskUs Full time

About TaskUs:

TaskUs is a leading provider of outsourced digital services and next-generation customer experience to the world's most innovative companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery and ride-sharing, Technology, FinTech, and HealthTech.

Our Culture:

We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment's notice, and mastering consistency in an ever-changing world. Our People First culture has enabled the company to expand its workforce to approximately 47,700 employees globally.

What We Offer:

At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community.

Job Summary:

We are seeking a highly skilled and customer-focused Customer Service Representative to join our team. As a Customer Service Representative, you will be responsible for providing world-class service to our customers in an accurate, efficient, and respectful manner on every call as measured by different performance metrics.

Key Responsibilities:

  • Deliver exceptional customer service by promptly addressing customer inquiries, resolving issues efficiently, and ensuring overall customer satisfaction;
  • Research and provide accurate and timely responses to inquiries coming through various support channels;
  • Navigate internal and external documentation and resources to provide world-class service;
  • Identify and escalate priority or unresolved issues to appropriate internal teams;
  • Route calls to the appropriate resources when necessary and document all customer interaction information according to standard operating procedures;
  • Identify, troubleshoot, and communicate emerging trends and patterns in accomplished issues;
  • Strive for high-standard customer satisfaction and experience and ensure that all calls are handled professionally based on the quality guidelines set by the client;
  • Adhere to established protocols, KPIs, guidelines, and company policies to ensure consistent and standardized delivery of customer service;
  • Foster a collaborative work environment by engaging with team members, supervisors, and other departments to resolve customer issues, share knowledge, and contribute to a positive team atmosphere;
  • Participate in all mandated internal and external training and/or seminars;
  • Get to know, understand, and comply with TaskUs' policies and procedures.

Requirements:

  • Computer literate and proficient in the use of Windows OS, Apple OS, Microsoft Office, and Google applications;
  • Familiar with customer support software, including Zendesk, Slack, and internal troubleshooting tools to resolve issues;
  • Fluent in the English language, as well as reading and writing;
  • Must be at least a high school graduate;
  • Problem-solving and critical-thinking skills;
  • Great communication skills, written and oral;
  • Must be adaptable and flexible, demonstrating abilities to work with process and information changes;
  • Empathic toward customers and can maintain a customer-centric approach;
  • Team player: acts as a key participant within the internal team and broader company by taking part in department initiatives, providing feedback/updates, promoting collaborative solutions, and supporting colleagues/departments;
  • Open to feedback, eager to learn, and can show improvement;
  • Resilient, calm, and professional when dealing with challenging situations;
  • Adaptable to a dynamically changing business;
  • Trustworthy and reliable with a high level of integrity;
  • Resourceful, high attention to detail, and the ability to multitask.

What's in it for you?

  • Competitive salary;
  • Great benefits package;
  • Professional growth opportunities with the chance to learn from many different functions;
  • A fun and inclusive workplace.