Voice Agent (billing Only)

• Answering inbound calls with professionalism and clear communication.
• Providing efficient and accurate solutions to customer issues and enquiries.
• Maintaining an average response time in line with SLAs.

Product Knowledge:

• Developing and maintaining a thorough understanding of product features, updates, and improvements.
• Relaying accurate and detailed information to assist customers effectively.

Troubleshooting:

• Diagnosing customer issues, utilizing internal resources to resolve problems, and escalating cases that require advanced support.
• Recording all troubleshooting steps and findings in account notes.

• Documentation:
• - Maintaining clear and organized account notes on every interaction/escalation.
• Customer Satisfaction:

• Delivering prompt, accurate, and professional service in all interactions.
• Striving for first-contact resolution and aiming to meet or exceed customer expectations.

• Feedback Loop:
• - Reporting recurring issues, feature requests, and other feedback to HQ to drive product improvements.
• Process Adherence:

• Following all processes and procedures.
• Keeping up to date with updates and changes.
• Following all quality and quality feedback processes.

Ticket Support (billing tickets only):

• Responding to tickets using clear and concise language.
• Utilizing appropriate canned responses ensuring all customer questions have been sufficiently answered.
• Moving tickets to the correct department/queue.

Core Requirements:

• Experience in a contact center or similar environment, ideally with SaaS products.
• Strong verbal and written communication skills in English.
• Solid understanding of technical concepts related to SaaS products.
• Strong commitment to customer satisfaction and ability to remain patient and empathetic.
• Ability to manage multiple interactions and adapt quickly in a dynamic, fast-paced environment.
• High level of organizational and documentation skills to ensure accurate account notation.

Desired Skills:

• Problem-solving skills and ability to find creative solutions.
• Knowledge of support platforms and CRM systems.
• Competency in managing concurrent interactions and maintaining quality and efficiency.

Performance Metrics:

- Evaluation based on Average Handling Time (AHT), Response and Resolution Times, Quality, Productivity, and Retention rates. Minimum targets set for each metric.,