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Customer Service Agent
hace 4 meses
The Customer Service Agent manages the resolution of doubts and incidents in the processes of user registrations, file downloads, content uploads, as well as subscriber registrations and cancellations, in order to respond to users, collaborators and designers quickly and efficiently.
This role also manages the live chat, providing support and solutions to all types of urgent queries, with the aim of maximising the user experience through personalised and immediate treatment.
What do we offer?
Timetable from 5pm to 1am from Tuesday to Saturday. The first week there will be a training onboarding in the morning.Remote workingEnglish level incentiveIn house English classesPremium account on Multicultural team of about 500 peoplePrivate medical insurance Ongoing trainingAnniversary cards for length of serviceSubsidy for psychology expenses Corporate events: Pizza Day, Christmas Party, Summer Party, among others.We are Great Place to Work 93% of employees say this is a great place to work
What are your responsibilities?
Resolution of doubts and incidents (tickets), mostly in English, in the processes of user and subscriber registrations and cancellations, file downloads and content uploads, through an advanced customer service management platform (Salesforce), in order to respond to users, collaborators and designers quickly and efficiently, guaranteeing a high level of satisfaction.Live chat management, providing support and solutions to all types of urgent queries, with the aim of ensuring the correct use of resources and maximising the user experience through personalised and immediate treatment.Weekly reporting and measurement of the conversion rate, resulting from direct live chat interaction, in order to know which of these direct interactions have been converted into subscriptions.Management of unsubscription requests, making refunds through different payment methods within the established timeframes, to ensure that the unsubscription process is carried out in an optimal manner.Establishment of permanent communication with the IT team, transmitting the incidents and doubts received, with the aim of examining the possible deviations produced in the implementation of processes and launching proposals for improvement, with continuous monitoring.Drafting and updating the Frequently Asked Questions on the Freepik and Flaticon pages, with the aim of keeping relevant information up to date for our users, in order to reduce the number of tickets.Daily management of various incidents such as: Copyright mailbox, which mainly consists of complaints of content theft from Freepik Company; problems related to plagiarism of contributors together with the Editing department; attention to comments made by users about the resources available for download; resolution of disputes from Premium users through the two payment platforms used in Freepik Company, etc.
What are we looking for?
Residence in Colombia.English level C1, preferably C2 (comprehension and written). Lower levels are not desirable.High communication skills, both oral and written.Organisational skills and quick conflict resolution.Ability to work under pressureHigh capacity for synthesisEmpathy, assertiveness and high capacity for teamwork.
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