Customer Service Level 2 Agent assisting North Carolina taxpayers with compliance via phone and email. Involves answering queries and resolving correspondence in a high - volume environment.
About the role
- Customer Happiness Executive providing real-time live chat support to customers. Focused on renewal inquiries and collaboration with cross-functional teams in a hybrid work environment.
Responsibilities
- Providing real-time customer support via live chat, ensuring clear communication.
- Focusing on renewal-related inquiries during the first six months, helping customers understand and choose from their new policy options.
- After gaining deeper product and process knowledge, you will be trained to handle cancellation cases, where you will aim to understand customers’ reasons for leaving and proactively look for solutions to retain them.
- You’ll be handling live chat interactions, split into dedicated blocks to ensure time for follow-up, admin, and well-being breaks.
- You’ll be closely working together with your Team Leader to track performance, set goals, and receive coaching when additional support is needed.
- Your performance will be measured through Customer Satisfaction scores (CSAT), quality audits, and daily productivity metrics. You’ll also receive weekly insights into how many customers you successfully retained during cancellation conversations.
- You’ll receive comprehensive training on handling complaints and supporting vulnerable customers, with a strong focus on identifying and addressing concerns with empathy and professionalism.
- You’ll be actively collaborating with cross-functional teams including Claims, Fraud, Quality Assurance, and Knowledge Management, while also working alongside senior agents, coaches (especially during probation period) and team managers.
Requirements
- Previous experience in a customer-facing role is desirable, particularly in online customer support or hospitality
- Excellent written and verbal English communication skills
- We operate in shift patterns
Benefits
- Flexi-office working – Spend 1 day a week with your team in our Budapest office. The rest is up to you!
- Learning and development – Personal budgets for books and training courses to help you grow in your role. Plus 2 days a year - on us! - to further your skillset
- Mental wellbeing support – Access therapy and mental health sessions through Oliva
- Competitive bonus scheme - designed to reward and recognise high performance
- SZÉP card - Budget to spend on meals, leisure and accommodation
- Sabbatical Leave - Get a 4-week fully paid sabbatical after being with us for 4 years
- Work From Anywhere - 4 weeks work from anywhere to use, with no need to come to the office
- Medicover Blue package - An exclusive pass to top-notch healthcare services
- All You Can Move membership OR Monthly BKK pass - Unleashing your inner fitness guru or having a hassle-free commute - we've got you covered!
- Plus a monthly team social budget, bi-weekly office lunches and Office tea, coffee and snacks!
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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