SPE-AV Social Media Monitoring

Job Summary

Front line contact center agents who handle calls chats and emails for our clients and their customers These cases include responding to inquiries managing complaints troubleshooting significant client and customer service problems and providing general information in a professional manner through positive and quality interactions

2 Key Responsibilities list what the person will be doing on a day to day basis of time

Address issues or tasks assigned to them through ticketing systems

Responsibilities

Front line contact center agents who handle calls chats and emails for our clients and their customers These cases include responding to inquiries managing complaints troubleshooting significant client and customer service problems and providing general information in a professional manner through positive and quality interactions

2 Key Responsibilities list what the person will be doing on a day to day basis of time

Address issues or tasks assigned to them through ticketing systems via Chat Email or Phone channels simultaneously

Provide guidance and support to drivers via phone for break and maintenance requests

Assist with monitoring of vehicle alerts including but not limited to service alerts oil changes za and gasetc and take action as necessary by submitting work orders

Strong communication both written and verbal Compose thoughtful concise messages that align with Waymos voice across all channels

Excellent active listening skills

Time managementorganizational skills

Excellent professional and diplomatic skills while being empathic with the client and or customer

Monitor rider interactions through visual and audio prompts in our internal tools

Adaptable and flexible not afraid of change which leads to growth

Comfortable working in a fastpaced environment

Superior troubleshooting skills with the goal of first touch resolution Know when to escalate to Team Lead with complete troubleshooting description in case notes

Functional Testing for SW and HW related updates on required basis

Computer proficiency able to navigate Google Applications

Maintain up to date knowledge of Waymos selfdriving technology our service and messaging by completing new trainings and knowledge checks in a timely manner

Case creation categorization correct client codeprioritization Case closure follow up on aging or open tickets

Escalate to Team Lead andor SME if all areas of troubleshooting have been tried Monitor user interactions and prioritize inquiries through our internal CRM system

Superior skills at multitasking phones chats and emails Exemplify professional and diplomatic demeanor with client and customer

Meet internal metrics such as quality performance SLAs and shift adherence

3 Job Requirements

As per the 2006 Age Discrimination Act please do not specify number of years experience Use words like Extensive Strong Good Fair

Essential Skills

Should have excellent problem solving skills and the ability to logically reason out deduce situations logically to troubleshoot sequentially in order to provide global quality assistance

Must be ambitious energetic and carry the mindset to deliver first time resolution

Excellent customer service skills thorough with call chat and email correspondence

Basic technical troubleshooting knowledge Technological awareness is a must

Must be spontaneous creative and showcase the quality of taking personal ownership to solve for customer needs

Must carry a professional diplomatic and empathetic persona which is evident through the quality of work handling voicemail Email Chat transactions with client and customer steps were taken to make sure details are clearly and concisely written

Should be flexible to working in shifts and familiar with a 24x7 work atmosphere

Nice to Have Skills

Experience of working with Tier 1 clients

Able to collaborate with Team Leads in terms of escalations Service Outages and change control

Knowledgeexposure on ticketing tools Service Now Remedy Spiceworks Hubspot etc

Knowledge on operationsservice delivery and ability to manage critical situations with minimum supervision

Already have an understanding of Contact center metrics and how they relate to the teams goals and Customer Service

Qualifications

34 years of customer service experience Experience for a ride sharing service car company preferred

Excellent spoken and written communication skills Versant 65 or CEFR C1

For Internal Hires the following also applies

Successful completion of 90 day probationary period

No Attendance Occurrenceswrite ups or disciplinary action within the last 90 days

Meet or Exceed existing Performance Service Level Agreements SLA and Quality Assurance Standards

4Travel required NO