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Home Based Customer Support Specialist

Delegate CX

Delegate CX

Customer Service
Philippines · Remote
Posted on Saturday, November 18, 2023

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

The DCX Customer Support Specialist will work as a full-time employee for DCX based in the United States. You will get a chance to learn new skills as well as demonstrate skills you've learned in the past. You will be responsible for closely following the instructions and processes outlined by the company.

The DCX Customer Support Specialist plays a vital role in supporting the 425+ Customers of DCX. Our customers expect White Glove Service and commitment to DCX SLAs for customer support. The primary responsibility of the Customer Support Specialist is the resolution of customer issues and problem-solving through a ticket management system. The Customer Support Specialist is a central speaker between many departments at DCX and will be a key player in solving issues and providing solutions to DCX customers.

The daily tasks will vary so it will be necessary to be very flexible in this position. Other necessary characteristics of the job include having a strong attention to detail, the ability to work well with co-workers, and a desire to learn new work skills.

Ideal Candidates Will Be

  • Are extremely detail oriented;

  • Have exceptional email management skillsets;

  • Is a polished professional in demeanor and communication;

  • Are very comfortable adapting to a variety of tasks;

  • Is a very strong multitasker and is highly organized;

  • Is very comfortable working in a deadline-centric environment;

  • Has a proven history of successful administrative experience;

  • Has a desire to learn new skills and grow with a thriving business; and

  • Consider themselves tech-savvy

Roles and Responsibilities

  • Daily Customer Support Management

  • Answering customer questions as they come through email, phone, or chat.

  • Adhering to SLAs for Customer Support

  • Customer Support Ticket Management

  • Critical thinking skills for issue resolution

  • Natural Inclination for Problem Solving

  • Creating documentation to help customers resolve their issue

  • Provide accurate, valid, and complete information by using the right methods/tools

  • Responding to emails and requests in a manner of prioritization and in accordance with SLAs

  • Developing Well Documented Knowledgebase and assisting in updating the Playbook

  • Tracking Customer Service Metrics & Analytics

  • Management of large quantities of incoming emails

  • Weekly KPI Dashboard Updates for L10 Meetings

Programs That Will Be Used

  • Must have professional proficiency with the Microsoft Suite: Outlook, PowerPoint, Excel

  • Asana

  • Various messaging and web-based platforms

Additional Requirements

  • CRM Software experience is a plus.

  • HubSpot Experience is a plus.

  • Microsoft Suite Experience, including Excel, is a plus.

  • 2+ years of experience in a customer support or customer service role

  • Customer Support Experience

  • Must be a team player

  • Friendly and Values Driven

  • Critical Thinking Skills

  • Strong Oral and Written Communication

Role Details

  • Work Shift: 8:00 AM - 5:00 PM (CST)

  • Workdays: Monday through Friday

  • Salary: PHP 25,000.00 - 35,000.00

About DCX

DCX is a leading BPO that supports growth-minded small and medium-sized businesses in the United States. If you're interested in working with some of the fastest-growing companies in the USA, we're excited to have you apply!

To our customers, we promise that we will help them focus on their most important goals by providing superior back-office services. We bring a mindset of quick response, attention to detail, and innovative ideas to all that we do for our customers.

To our team members, we promise to be a company that is, first and foremost, dedicated to our employees. We aim to be a compassionate organization that looks after everyone's well-being through generous salaries, empathetic management, and growth-oriented training. We are always looking to offer perks in addition to pay, including work-from-home opportunities, travel allowances, meals, and more.

We look forward to receiving your application and getting to know you better!

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!