As a Night Shift Customer Support representative, you will be essential in ensuring customer satisfaction and resolving issues during non-business hours. You will act as the first point of contact for clients, assisting them with inquiries, troubleshooting problems, and escalating issues to relevant teams when necessary. Your role will involve maintaining the company's reputation by providing high-quality support and ensuring seamless service for customers during the night shift.
Key Responsibilities:
Provide professional and courteous support to customers via phone, email, and chat during night shifts. As the main point of contact for customers during night hours, your primary responsibility is to provide exceptional customer service.
Diagnose and resolve technical issues related to our payment solutions. This could involve everything from walking customers through a step-by-step resolution for common issues to identifying more complex problems that require advanced technical knowledge.
Escalate unresolved issues to the appropriate internal teams while ensuring proper follow-up. When encountering issues that are beyond the scope or cannot be resolved within the initial interaction, you will need to escalate these to specialized teams such as engineering, product development, or quality assurance.
Maintain comprehensive records of customer interactions, including details of inquiries, complaints, and actions taken. Detailed and accurate record-keeping is an essential part of the role.
Collaborate with day shift teams to ensure smooth handover of any ongoing issues. This process is crucial for ensuring that customers receive uninterrupted service.
Stay updated on product knowledge, company policies, and any changes to processes or offerings. The payment solutions industry is constantly evolving, and new updates, features, or policy changes can happen frequently.
Meet or exceed service level agreements (SLAs) and customer satisfaction targets. A key part of the role will be to meet or surpass defined performance metrics, such as response times, resolution times, and customer satisfaction scores.
Participate in team meetings and training sessions as required. These meetings will provide opportunities to discuss common issues, share best practices, and receive updates from management.
REQUIREMENTS
High school diploma or equivalent required; a Bachelor's degree in a relevant field is preferred.
Previous experience in a customer support role, particularly in a night shift or 24/7 environment.
Strong communication skills, both verbal and written.
Proficient in troubleshooting and resolving technical issues. Familiarity with diagnosing technical problems and using relevant tools or systems to resolve customer concerns will be important. Prior experience with payment platforms or financial services systems is a plus.
Ability to work independently and remain productive during night shifts. You will often work with minimal supervision, so being self-motivated and able to manage time effectively is key. Experience in handling customer escalations during these hours is an advantage.
Experience with CRM software and support ticketing systems. You should be comfortable using customer relationship management systems (CRM) to document interactions, track issues, and follow up on customer cases.
Excellent problem-solving skills and attention to detail. You will need to analyze customer issues accurately and quickly, with a focus on finding practical solutions. The ability to think critically and adapt to different situations will help ensure high-quality service.
Ability to meet performance metrics and service level agreements (SLAs). Meeting or exceeding targets related to response time, resolution time, and customer satisfaction will be essential for success in this role.
Willingness to work night shifts, weekends, and public holidays. Flexibility in working hours is necessary, as this role primarily covers non-business hours, including night shifts, weekends, and holidays.#J-18808-Ljbffr