Customer Support Specialist (EMEA)

Responsibilities:

• Holding high levels of professionalism and Deel product knowledge
• Using a consultative and empathetic approach in delivering customer support resulting in positive customer experience
• Efficiently work through tickets via voice calls, live chats, email and social media channels
• Demonstrate strong ownership in issue resolution by providing best efforts to investigate, share knowledge, and communicate clearly with all customers
• Continually learn the Deel platform, keeping up to date with product features and changes
• Open communication with internal team members and business operations to help optimize and support workflows
• Specialize in different account topics and become a subject matter expert
• Processing orders, forms, applications, and requests
• Deliver efficient troubleshooting and query resolution
• Identify, qualify and overcome customer objections
• Keeping records of customer interactions, transactions, comments, and complaints
• Providing feedback on the efficiency of the customer service process
• Meet deadlines in a fast paced environment
• Manage and exceed multiple performance related targets
• Participate in on-going product training and process upskilling.

Experience and skills required:

• Preferred experience in BPO, Call Centres or Customer Facing Teams
• Ability to work across multiple platforms, providing customer support using voice calls, live chats, email and social media
• Fluent in written and verbal English communication skills
• Have an “Outcome oriented mindset” with the quick ability to research and investigate
• Demonstrated high ability in providing customer satisfaction through empathy and problem solving
• Have previously embraced remote work, capable of working independently and self-motivated
• Experience working within a Global SaaS company would be highly regarded
• Zendesk experience is preferred
• Participate in on-going product training and process upskilling.
• Use initiative in identifying trends and/or process improvements.
• Being adherent and flexible to internal processes and procedures.
• Being open-minded and willing to accept feedback, whether positive or constructive.
• Demonstrate exceptional proactiveness, seamlessly collaborates with team members, and take full ownership of tasks to drive efficient and successful outcomes.
• Collaborate with the direct manager to resolve customer escalations within the agreed timeline. Communicating and coordinating with colleagues as necessary.
• This is a Contractor position. The Contractor may be requested to provide their services during non-core business hours throughout the week, including during evenings.
• At Deel we work at Deel Speed and your job duties may change to occasionally accommodate changing business needs.

Benefits:

• Provided computer equipment tailored to your role
• Stock grant opportunities dependent on your role, employment status and location
• Additional perks and benefits based on your employment status and country
• The flexibility of remote work, including WeWork access where available.

About the Company: Deel and our family of growing companies are made up of global teams dedicated to helping businesses hire anyone, anywhere, easily. The team comprises over three thousand self-driven individuals spanning over 100 countries, and our unified yet diverse culture keeps us continually learning and innovating the platform and products for customers. Companies should be able to hire the best talent anywhere in the world, so we are building the best platform to make that a reality. Our market-leading technology, expertise, and global team are crucial to the platform’s success. We deliver the best products and features in our space, enabling millions of jobs worldwide and connecting the global workforce with the best companies and opportunities.