English Teammate (Voice)

TaskUs

As a Customer Care Agent, you will be the key point of contact for customers, responsible for solving problems, owning the customer issue from start to finish, and fostering a connection to build trust and brand affinity. This role requires a flexible schedule, as it may include working various shift patterns, including weekends.

Key Responsibilities

• Provide empathetic and personalized service, consistently meeting the brand's service standards.
• Work to resolve customer queries on the first contact, always taking ownership of the customer's problem.
• Handle customer interactions across multiple communication channels, including phone, messaging, social media, and email.
• Collaborate with internal teams (e.g., operations, specialists) to resolve complex or patient-specific queries.
• Maintain accurate records of customer enquiries, complaints, and any safeguarding concerns within the system.
• Handle sensitive customer queries in a confidential and professional manner.
• Support 'out of inbox' projects as needed, such as creating macros, assisting with new starter training, or other business-critical tasks.
• Act as the 'voice of the customer' by sharing insights and suggesting process improvements to other teams in the business.
• Demonstrate the ability to work effectively and with a high degree of independence.div>

Qualifications & Skills

• Language Proficiency: Exceptional English skills (both written and spoken) are essential.
• Customer Focus: A passion for problem-solving and a strong desire to provide excellent customer care by going the extra mile to achieve customer happiness.
• Experience: Previous experience in customer service, ideally in a fast-paced environment.
• Technical Aptitude: Tech-savvy with the ability to quickly learn new software, including CRM tools (like Salesforce) and communication platforms (like Intercom or similar equivalents).
• Adaptability: Experience working in an environment that requires high ownership and the ability to navigate light process infrastructure is desirable.
• Typing Speed: Some roles may require a minimum typing speed and accuracy, such as 30+ words per minute with high accuracy.