BrainCX is the next generation of Multilingual Contact Center Outsourcing and Digital Solutions. We are seeking a dedicated and customer-focused individual to join our team as an OSE Representative.
The primary responsibility of this role is to provide exceptional chat support while also assisting with light WordPress updates. The ideal candidate should be proficient in WordPress and have excellent communication skills to effectively handle customer inquiries via chat, and provide voice/video assistance as needed.
The Position
Roles and Responsibilities:
- Engage in live chat conversations with customers to provide assistance, and answer questions.
- Ensure prompt and accurate responses to customer inquiries, maintaining a high level of customer satisfaction.
- Perform light WordPress updates, including content management, plugin installations, and theme customization.
- Collaborate with the video/voice/chat support team to provide seamless support across different channels.
- Escalate complex issues to the appropriate teams or departments for resolution.
- Keep accurate records of customer interactions, inquiries, and resolutions using our CRM system.
- Continuously expand knowledge of our products, services, and WordPress updates to provide up-to-date support.
- Assist in creating and maintaining support documentation and knowledge base articles.
Skills and Requirements:
- High school diploma or equivalent; a bachelor's degree is a plus.
- Proven experience in a customer service or support role, preferably with chat support experience.
- Strong proficiency in WordPress, including experience with content management, plugin installations, and theme customization.
- Excellent written and verbal communication skills with a friendly and professional tone.
- Ability to multitask, prioritize tasks, and work efficiently in a fast-paced environment.
- Strong problem-solving and analytical skills with keen attention to detail.
- Familiarity with CRM systems and live chat software is a plus.
- Ability to work independently as well as collaboratively in a team-oriented environment.
- Flexibility to work in shifts, including evenings, weekends, and holidays, as required.
- Ability to type at least 40 WPM.
Salary Range:
$300 - $350
