Dublin • Permanent • Customer Success & Support
XSellco is one of the fastest growing multi channel eCommerce trading companies in Europe. We operate in a niche sector delivering services to online retailers.
We are now looking for a Customer Support Executive to provide in-house support for all our customers, providing on-phone, live online chat and email support to ensure continuity and presence and to enhance overall customer satisfaction delivering improved retention metrics. The hours are 9:00-12:30 / 13:00-22:00 Monday to Friday and is based in Dublin 4.
Immediately gain a complete understanding of XSellco products and services
Proactively contact existing customers meeting and exceeding contact targets
Engage with customers via inbound phone requests, resolving their questions and challenges
Monitor and respond to online chat support requests
Identify and address customer’s needs, complaints and frustrations to always achieve a mutually beneficial relationship
Proactively work with other team members to assist others in achieving improved customer support and improved retention metrics
Manage customer communications, e.g., notifications, e-mails, down-time notices and release notes
Contacting customers whose credit cards have recently expired or declined and updating information
Two year’s minimum of customer service experience
Ability to speak clearly and persuasively in positive or negative situations; Listen and get clarification; Respond well to questions
Demonstrates an ability to think quickly on their feet
Strong written and spoken English