| Job Title | Customer Service Agent |
| Organization | Zoom Online |
| Department | Customer Service |
| Reporting Structure | Customer Service Manager |
| Location | Dallas , Texas |
| Job Type | Full-Time |
About Us
Zoom Online is an emerging internet service provider in the United States of America, with start-up in Dallas, Texas and regional offices located in Phoenix, Arizona.
Our purpose is to provide reliable, fast, affordable and uncapped Wi-Fi enabled internet services to communities connecting exclusively to Zoom Technology Group’s fibre infrastructure footprint.
We are a customer oriented business and pride ourselves on exceptional service delivery. We are a collaborative, creative and entrepreneurial team, building a vibrant and dynamic brand where people who want to make a difference can grow their careers.
If you are customer focused, agile with proven experience in recruitment and human resources, we would like to hear from you.
Our core Values
Honesty, Accountability , Respect, Passion, Innovation
Purpose of the role
The Customer Support Agent is responsible for handling all customer queries logged with the company through all available communication channels i.e. Telephone, messaging, social media & email. The individual will have proven experience working in a Customer Service, Customer Support or Helpdesk role.
| KEY PERFORMANCE AREAS (KPAs) and key responsibilities – (Weighted) |
| Deliver an exceptional Customer Experience by assisting customers through all the company channels which Customers engage with ZoomOnline. To handle customer queries, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions which is to be recorded in the company omni channel system, process customer accounts and file documents. Follow communication procedures, guidelines and policies. Take the extra mile to engage customers and ensure you effectively communicate both internally and externally. |
| Professionalism Maintaining a positive, empathetic, and professional attitude toward customers always.Responding promptly to customer inquiries.Communicating with customers through various channels.Acknowledging and resolving customer complaints.Understand & know our products so that you can assist customers adequately.Keeping records of customer interactions, transactions, comments, and complaints within the company system at all times.Communicating and coordinating with colleagues, where necessary in order to resolve customer queries timeously.Providing feedback on the efficiency of the customer service process.Ensure customer satisfaction and provide professional customer support.Identifying hardware and software solutions.Troubleshooting customer service issues.Managing multiple customer queries at one time. |
| Job Requirements | |||||||
| Qualification, Industry specialization | Minimum requirements Service Desk / Customer Support | Added advantage / beneficial Providing technical support for hardware / software / networking | |||||
Additional Information | |||||||
| Working Arrangement: Office I Remote I Hybrid | As the business is a start-up it requires the Customer Support Agent is to be based in the office. The company does look to move to a hybrid remote work approach. | ||||||
| Experience | Providing Telephonic Support / Telephonic Customer Service / Helpdesk Support | ||||||
| How to apply | Interested candidates are encouraged to submit their resume and a cover letter detailing their relevant experience and qualifications to (resume@ZoomOnline.com) Please include “Customer Support Manager” in the subject line. Zoom Online is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Note: This job description is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of skills, efforts, duties, responsibilities, or working conditions associated with it. | ||||||
| Competencies | |||||||
| Functional / job-related | Skills | Proficiency level | |||||
| Basic | Intermediate | Advanced | |||||
| Microsoft Office | X | ||||||
| Written and verbal communication skills | X | ||||||
| Strong Organisation skills | X | ||||||
| Omnichannel Contact Centre Systems | X | ||||||
| Interpersonal Skills | X | ||||||
| Telephonic Skills | X | ||||||
Other / soft skills | Desired Behaviour & Motivations | ||||||
| Team Player, Flexibility and Adaptability, Knowledgeable, Self-Managed, Collaborative, Resilience, Dependable, Trustworthy | |||||||