Customer Support Representative (TEMPORARY)

About Us

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

Position Overview

As a Customer Service Representative, you will be addressing a variety of customer inquiries in a personalized, friendly, and informative manner, providing an exceptional customer experience.

Primary Responsibilities

• Provide top-notch customer service in a fast-paced environment.
• Have engaging conversations with our customers about: guarantees, seller payments, purchases, listing tickets, questions about the site, account issues, venue information, etc.
• Deliver difficult messages to customers in a way that creates a positive customer experience.
• Be empathetic to customer concerns and display a sincere desire to find a resolution.
• Take decisions while keeping the customer and company in mind.
• Maintain high own and team’s performance metrics including productivity, average handle time, quality, adherence, budget management, as well as customer satisfaction.
• Event handling to make sure is completed in a timely manner as well as fixing any potential fulfillment issue effectively and efficiently.
• Be a community advocate for our partners and deliver their brand.

Qualifications

Requested

• Experience in customer service working with different contact channels
• Excellent verbal and written communication in English and Spanish
• Third Language will be considered a plus
• Full-time availability, including night shifts and weekends
• Solid understanding of Internet Technologies and Microsoft Office

Desired

• Previous experience in live events or ticketing industry will be considered a plus.
• Apart from having experience as a customer service agent to also have a strong background and understanding of Back-office/Admin processes (ideally in an eCommerce / Digital environment).
• Experience in contributing actively in the quest for efficiency within a contact center environment [eg: being involved in projects/tasks/initiatives oriented to improve the service performance (increase SLs, reduce AHT, increase productivity, FCR increase, etc) and/or improving customer sentiment and satisfaction (CSAT, ASAT, NPS, etc)].
• Be capable of delighting customers and delivering best-in-class experiences. Go not one, but two steps beyond expectations.
• Be focused on the client. Put the customer ahead of any decisions and tasks.
• Be friendly and approachable with the customer and capable of empathizing and establishing a link beyond the commercial relationship (Fan Connection).
• Capability to adapt yourself to a multicultural environment.
• Ability to work in a very demanding environment with high-quality standards and excellence.
• Dynamism, resilience, and energy to withstand high workloads and stressful situations.
• You love attending entertainment events and know perfectly the sports and music landscape all over the world including genres like NFL, MLB, NBA, Spanish League, English Premier League, International Football Competitions, big Music Tours, International Festivals, etc.