Premier Service Advocate (Multi-Channel Support)
New
T
ThumbtackCustomer Service
Remote, Philippines, Must be willing to work all shifts including daytime, mid-day, and graveyard shifts, including weekends and holidays.Full-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 2+ year experience in a customer service-driven role
- Required Skills
- Analytical SkillsCritical thinkingCustomer support
Requirements
- 2+ years of experience in a customer service-driven role (BPO or shared services preferred).
- Proven experience in a multi-channel support environment (Voice, Chat, Email).
- Must have voice support experience.
- Excellent verbal and written English communication skills.
- Expert de-escalation and conflict resolution abilities.
- Strong critical and analytical thinking skills for logical decision-making.
- Adaptability and resilience in a fast-paced environment with frequent changes.
- Proficiency in navigating multiple digital systems and online tools.
- Willingness to work flexible shifts, including graveyard shifts, weekends, and holidays.
Responsibilities
- Participate in 30-40 inbound requests daily through voice, chat, SMS, and email to determine solutions for users.
- Guide professionals to maximize their engagement and experience on the Thumbtack platform.
- Meet or exceed monthly targets for productivity, quality, customer satisfaction, and resolution rates.
- Process refund and email tickets effectively while adhering to current company policies.
- Maintain product and service knowledge through consistent training and onboarding.
- Engage in coaching sessions, team meetings, and company events to contribute to team success.
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