Position: Customer support
Company: SKY MARKETING LTD
Category: Support
Experience required: no_exp
English level: upper
Published: 2021-11-01T00:00:00+02:00

We are a young, international company in the field of medical care that is looking for highly motivated customer support representatives with compliance skills.

No sales, no marketing tactics - support and care only!

We are primarily focused on over the phone, emails, chats assistance, and orders processing. Our goal is to provide expert assistance to all clients we contact.

Benefits of working with us:
- Monthly bonus structure.
- Customer Support of the month award.
- Opportunities to develop social and personal interaction skills. Our team is multicultural thus we welcome communication with native speakers from different parts of the world (Germany, UK, Israel, Sweden, Turkey)
- No experience is necessary. All the customer support agents before starting to work themselves, have personal training with the Team Leader, who will give all the necessary information and will assist in case of any difficulty.

If you want to become a part of our fast-growing team, The requirements are:
- High Level spoken and written English or German!!!
- Computer literacy
- Must be 18 years old or older
- English is beneficial (as communication with co-workers are in English), alternatively google translator can be used

What will be your responsibilities?
- Communicating with customers through various channels (LiveAgent, WhatsApp, chat, phone). Responding promptly to customer inquiries: Phone - The Customer Support Agent is responsible for the provision of exceptional customer service for consumers through inbound telephone calls.
- Chat/WhatsApp - The Customer Support Agent is responsible for competently and accurately processing incoming chat requests or requests in WhatsApp.
- LiveAgent (emails) - The Customer Support Agent is responsible for competently and accurately processing incoming email customer communications.
- Knowing our products (and the website itself) inside and out so that you can answer questions (you don't have to know all the medicine we sell, but you should navigate the website and be able to find the needed information as quickly as possible).
- Processing orders and customers' requests (in admin panel and per email).
- Keeping records of customer interactions, transactions, comments, and complaints (by filling Google spreadsheets, adding comments in admin panel and LiveAgent, maintaining different statistics).
- Communicating and coordinating with colleagues as necessary (tech team, stock team, content team, marketing team).
- Providing feedback on the efficiency of the customer service process (by maintaining statistics for the tech team or marketing team or doing their tasks on collecting needed information from customers).
- Walking customers through basic troubleshooting or setup processes (payment problems, delivery problems, etc.).
- Handling complaints, providing appropriate solutions and alternatives within the time limits, and following up to ensure resolution (processing old orders (3+ days), resolving complaints by re-sending parcels).
- Assisting with placement of orders, refunds, or exchanges (in case of pharmacies or postal services' mistakes).
- Informing customers of any delays (when the medicine is out of stock, the pharmacy is not working, etc.).
- Creating manuals, protocols for all the situations support agents can face, adding them to our storage sites.
- ollecting customers' feedbacks, responding to customers' reviews, dealing with unsatisfied customers (Trustpilot)

The role details:
- Full-time occupation (8 working hours, 1-hour lunch break, and two 15 minutes breaks)
- working hours: from 10 am to 7 pm Monday - Friday
- possibility to work on Sundays (2-3 hours)
- 20 days of paid vacation per year
- Paid sick leave
- we work on a German calendar (so German bank holidays = our holidays)