Client Services Rep/Office Services

4 weeks ago

Canada ZayZoon group Full time

Customer Care is a central part of our product and service experience, and as such a strategic strength in our business -- critical to our mission. The Customer Care Representative answers customer questions, troubleshoots complex inquiries, and provides education on our products to ensure our customers are well cared for, and well served.
Internally, the Customer Care Representative acts as the “voice of the customer” and is routinely involved in surfacing patterns and escalating feedback used in new product ideation and experimentation. This role works directly with key members across multiple departments including finance, legal, and of course our product, and development teams
Love small teams and are not afraid to roll up your sleeves to help others when needed
Are a tight-knit team of adults that care about our customers, our products, and each other; you can expect leaders and teammates across our organization that will support you and ensure you are positioned for personal growth and success
Value a flexible environment, with an emphasis placed on getting the job done, not on hours worked -- this means taking the time and space you need for yourself and your family, but also being available for collaboration when needed, and being ready to get down to business in crunch times
ZayZoon has a tech-industry leading Employee NPS that is consistently above 70.
Are highly engaged, fast-paced and performance-driven, but also know how to have fun
Provide support and guidance to ZayZoon customers via in-app chat, and email
Work collaboratively with our growth and product teams to provide data, insights and surface questions that help inform our thinking about how to improve what we offer as well as developing new features, products, and support for our customers
Assist with process improvements within Customer Care
Participate in building and maintaining Customer Care documentation in the ZayZoon knowledge base
How can we better leverage Bots/AI to improve the customer experience?
Is passionate about helping others
Self-motivated with the ability to work independently in a remote setting
Bachelor’s Degree or 3-5 years of customer service experience or product support
you excel at providing clear instructions, and articulating feedback for improvements to the user interface and user experience
Computer savvy self starter who’s comfortable digging into new tools
Excel at providing clear, transparent and honest feedback of improvements to user interface and user experience
You have written communication skills in a second language (Spanish preferred)
You have experience in financial technology, banking, or payroll/benefits related services
We have a few different shift options available, please note these are all in Mountain Time
We are organized as a remote team, as such we are looking for candidates who can work effectively remotely. You must have access to a secure high speed internet connection and a secure workspace to ensure security of private information. This role is available on a permanently remote basis.

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