Customer Service Agent - English Speaker (Evening Shift)

The primary responsibilities of a Customer Service Agent - English Speaker at Via include providing first-line support to customers through phone, email, and digital channels, ensuring 'first contact resolution' for customer queries, and maintaining accurate customer records. You will also need to provide insightful feedback on customer experiences and participate in training sessions to deepen your understanding of our operations.

To qualify for the role of Customer Service Agent - English Speaker at Via, you must be fluent in English at a C2 level, possess a customer-first mindset, and be tech-savvy. A proactive attitude in delivering quality service, combined with the ability to stay organized in a busy environment, is also essential for success in this role.

Absolutely! Via offers fully paid training for the Customer Service Agent - English Speaker position. This training lasts for one week and is designed to equip you with all the necessary skills and knowledge to excel in your role, focusing on our operations and service standards.

The Customer Service Agent - English Speaker position at Via is a full-time role with a rotating schedule from Monday to Sunday. Your hours will be between 3 PM and 12 AM, ensuring that you receive two weekends off each month, providing a balanced work-life environment.

As a Customer Service Agent - English Speaker at Via, you will enjoy a range of benefits, including 24 holiday days per year, a hybrid work model, access to discounted private health insurance, and participation in an Employee Assistance Program. You’ll also benefit from ongoing training and opportunities for career development within our high-growth environment.

As a Customer Service Agent, it's essential to assess each inquiry's urgency and complexity. I prioritize based on customer needs and the company's service level agreements, handling straightforward queries quickly while escalating more complex issues to ensure they get the attention they deserve.

Yes, I once had a customer who was frustrated due to a service disruption. I listened attentively, acknowledged their feelings, and provided solutions while keeping them informed throughout the process. The customer appreciated my responsiveness and eventually left the interaction satisfied, which reinforced the importance of effective communication.

I use task management tools and maintain clear records of each customer's inquiries and resolutions. This helps me track ongoing issues and ensures I can provide timely updates to customers, enhancing my overall efficiency in handling multiple inquiries.

To ensure customer satisfaction, I focus on active listening, empathy, and clarity. By understanding the customer's perspective and addressing their concerns promptly and efficiently, I help foster a positive interaction that leaves them feeling valued.

I remain calm and composed when dealing with challenging customers. I employ active listening to understand their concerns fully and try to empathize with their situation. Then I work collaboratively with them to find a suitable solution, ensuring they feel heard throughout the process.

I am proficient in using various customer relationship management tools, ticketing systems, and communication platforms for managing customer inquiries. I'm also comfortable learning new technologies quickly, which helps me adapt to any specific tools Via may use.

I'm incredibly passionate about customer service and the role's alignment with my skills and values. Working at Via excites me because of the organization's commitment to innovation and sustainability, and I'm eager to contribute to enhancing customer interactions in such a dynamic environment.

I prioritize continuous learning by participating in training sessions, reading internal communications, and engaging with coworkers. This practice not only helps me stay informed but also allows me to provide accurate and timely service to our customers.

In my previous role, I suggested implementing a feedback system to identify areas for improvement in our processes. This initiative led to actionable insights that improved response times and customer satisfaction, demonstrating my commitment to fostering a culture of continuous improvement.

Key metrics, such as first contact resolution, customer satisfaction scores, and average handle time, are vital for assessing success. These metrics help identify strengths and areas for improvement, allowing the team to enhance the overall customer experience.