Customer Support Advocate (Phone Support)

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Requirements:

• Maintain and promote Wonolo’s culture and work ethics, being proactive and open to feedback.
• Commitment to dedicate at least 40 hours of work per week after the 30-day trial period.
• Ensure a quiet working environment with minimum distractions, have a noise-reduction headset, and a fully functioning computer/laptop.
• Have an internet connection of at least 15 mbps with a backup in case of connectivity issues.
• Attend the online training and pass the Trial Period after four weeks of nesting/probation.

Responsibilities:

• Provide a friendly and professional customer support experience to our users predominantly by phone with some email interaction.
• Become an expert user of our system, learning our product from a functional perspective and helping customers with their questions and concerns.
• Meet productivity targets and defined timelines to meet customer Service Level Agreements (SLAs).
• Answer general customer service inquiries, handle complaints, and troubleshoot problems with our products and services.
• Listen to users to understand the reason for their call and provide accurate and efficient responses.
• Adhere to established policies, procedures, and compliance to meet quality evaluation guidelines.
• Provide feedback on customer pain points, product feature gaps, and internal system challenges.