- Provide high volume, omnichannel support (via phone, chat, email, and SMS) to find creative solutions for real-time challenges.
- Ensure high-quality customer service and issue resolution for Runners, customers and merchants.
- Remain active in primary queues throughout the work day; consistently meet or exceed set targets and metrics.
- Carefully and efficiently follow all call center scripts, escalation procedures and guidelines to ensure complex support issues are resolved with professionalism.
- Overcome common challenges (customer frustration, customer pushback, emotional impact, dealing with unknown situations) and delight those involved.
- Maintain accurate call service logs and navigate between multiple screens to access customer information.
- Apply critical thinking to triage issues and advance to the correct department as needed.
SalesforceCustomer support