Operations Support Specialist leveraging in - depth engineering knowledge and experience at Celestica. Responsible for problem - solving and building relationships to meet operational goals in a dynamic environment.
About the role
- Assist users with billing and account inquiries across communication channels. Join Semrush's Customer Care Team delivering accurate and efficient support for customer retention.
Responsibilities
- You will be responsible for assisting users with billing- and account-related inquiries across multiple communication channels, including phone, live chat, and email
- Delivering accurate internal data for the business
- Providing accurate and efficient support, such as resolving payment issues, processing refunds or credits, assisting with account management queries
- Ensuring a seamless and timely customer experience
- Work closely with multiple internal teams to handle user requests and internal inquiries to ensure customer retention and success
- Contributing to targeted optimization projects
- Consistently share feedback on internal processes, the user interface, and client input with the relevant teams and management to enable appropriate action
- Adhere to internal policies and compliance standards
- Maintain up-to-date knowledge of products, pricing plans, and internal procedures
- Meet individual performance goals related to quality, efficiency, productivity and customer satisfaction
- Contributing to a positive team environment through open communication, feedback, and collaboration.
Requirements
- Excellent Communication Skills: Strong verbal and written communication to clearly and professionally assist customers across phone, live chat, and email
- Billing & Math Proficiency: Ability to understand invoices, process payments, and resolve billing discrepancies accurately
- Multitasking Ability: Capable of handling multiple conversations and tasks simultaneously without compromising quality or efficiency
- Problem-Solving Skills: Quickly assess issues, identify solutions, and guide customers through resolutions with confidence
- Attention to Detail: Ensures accuracy when processing refunds, credits, and billing adjustments to prevent errors
- Adaptability & Quick Learning: Comfortable navigating billing systems, troubleshooting issues, and adjusting to process updates
- Customer-Centric Mindset: Prioritizes customer needs, demonstrates patience, and maintains a positive attitude in all interactions
- Technical Proficiency: Familiarity with CRM systems, payment processing tools, and live chat software to provide seamless support
- Time Management: Effectively prioritizes tasks and manages workload in a fast-paced environment
Benefits
- Unlimited PTO
- Low cost medical, dental, and vision plans
- Life insurance
- Accidental death and dismemberment (AD&D) insurance
- Dependent Care Savings Accounts and Flexible Spending Accounts
- Health Saving Account
- Short-term and long-term Disability
- Employee Assistance Program
- Employee Resource Groups
- 401(k) plan
- Paid parental leave
- Relief Fund
- Travel coverage
- Corporate events
- Teambuilding
- Snacks, drinks at the office
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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