לוח משרות דרושים נציגי שירות לקוחות לדוברי אנגלית

We are looking for a Customer Care Expert - French Speaker.
As a Customer Care Expert, you will:
Provide care to our users through calls, chats and email
Get to know each users business goals, uncover their needs and help guide them through their journey, providing advice regarding their sites and businesses.
Help them solve problems while exposing additional ways they can achieve their goals and succeed online.
Analyze user behavior, content suitability and relevance to determine their effect on user satisfaction.
Develop and maintain positive customer relations and satisfaction
Influence the way we support our users and improve it to make sure our users experience is the best possible.
Work with all other departments and product teams, and liaise with them about our users needs.

We are seeking a Customer Support Specialist, reporting to the Support Team Leader, who can resolve customer queries, recommend solutions and guide product users through features and functionalities. This position will assist internal and external customers with platform related questions via our ticketing system process and triage incoming tickets, develop and maintain a professional level of proficiency with specific systems and technologies. To be successful in this role, you should be an excellent communicator who's able to earn our clients trust, demonstrate excellent time management skills and be passionate about customer service and self-improvement. An ideal candidate should be a great brand ambassador who is willing to go the extra mile to ensure customer satisfaction. This role is hybrid, working from our location in the bursa in Ramat Gan, Israel.
Responsibilities:
Onboarding new users to the system, including user adoption
Administration of pending orders and payments
Reconciliation of all company orders to confirm the correctness of data
Identification of areas of improvement, both in process and product
Promptly responding to customer queries via ticketing system, emails, phone
Liaising with colleagues or managers to find the best solutions to customers issues
Identifying common problems and escalating them to management, along with possible suggestions for improvement, wherever possible.
Obtaining and sharing customer feedback with colleagues and other departments so that products and services can be improved
Oversee and address any support and/or technical issues associated with clients and suppliers throughout interactions

We are looking for a Customer Support Team Leader to join our growing and evolving team. The Support Team leader combines management skills with a technical approach to enable us to deliver the highest level of support to our users.
As a Team Leader, you will actively assist with troubleshooting technical support issues to your team and with the transfer of knowledge about our process according to our SLA.
You will be the main part of our support channel and constitutionally build our customers trust in our product and increase their loyalty.
Guiding the team members through daily tasks, handling the tasks that require more responsibility, supervising the work is being done according to the guidelines, strengthening team members capabilities to improve the overall support experience.
What you will be doing:
Taking full ownership of all Customer Support assignments and responsibilities.
Developing Methodologies, building workflows and defining all support operations.
Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner.
Building, training and guiding the local support team.
Create skill ownerships and help all team members develop and grow.
Own the support queue and stand up to our SLAs.
Create and maintain processes with our R&D and Product team.
Oversee performance and team KPIs.
Ability to work with stakeholders from various teams.
Building a bridge and voice of the Support agents to the management.
Review and oversee all assigned customer support activities.
Assisting team members solving issues and escalation as needed.
Handling tasks that require more responsibility.
Oversee the day-to-day operations of the Support Team.
Act as a senior agent who will drive customer satisfaction through customer support.
Provide direct supervision of the technical support staff which may include: Evaluations, and disciplinary actions.
Be the point of contact when it comes to technical escalations.
Record and track team SLAs and workflows.

We are seeking a dedicated and customer-focused individual to join our team as a Customer Onboarding Operator.
In this role, you will play a part in ensuring a smooth and efficient onboarding process for our clients. Your primary responsibility will involve making calls to clients, guiding them through the onboarding journey, and assisting them in completing the necessary steps. The ideal candidate should possess excellent communication skills, attention to detail, and a strong commitment to providing exceptional client experiences.
Reach out to clients via phone calls to welcome them and initiate the onboarding process.
Provide clear instructions to clients on the required documentation, forms, and procedures needed to complete their onboarding.
Assist clients in navigating our platform or system, addressing any questions or concerns they may have along the way.
Ensure all client information is accurately documented and updated in our internal systems.
Collaborate closely with the onboarding team to identify and troubleshoot any potential roadblocks or challenges clients may encounter during the process.
Maintain a high level of professionalism, patience, and empathy while interacting with clients, understanding their unique needs, and tailoring assistance accordingly.
Handle escalated AML review queues.
Report positive and potentially positive screenings to MLROs.
Handle incoming tickets from customer support.
Perform routine quality control over the Client Verification teams.