The Customer Service Escalation Specialist will:|
Assist our global Tier 1 support team and handle escalated customer service inquiries.
Deal with escalations from Boku’s carrier, aggregator and merchant partners (phone and ticket/email).
Research and process refund requests. Refund analysis and approval will be required on occasion.
Communicate support needs for improvements of internal tools or the product.
Escalate product/service outages or other product issues reported by customers.
Investigate aggregator, carrier and merchant inquiries specific to support.
Communicate changes to our CRM system (Zendesk) to Tier 1 agents
Use our CRM system (Zendesk) to notify customers of Boku announcements.
Create and improve forum articles and macros for our support portal.
Resolve or escalate outages with our mobile phone operators.
Respond to legal requests and/or contacts from regulatory bodies specific to customer service inquiries,.
Assist with training; improve training documentation.
Assist with quality assurance, metrics and analysis.
Ensure policies and processes are well documented and up to date.
Other duties as assigned.
Experience and skills required:
Bachelor's Degree in Business/Management or a related Field or equivalent work experience.
3+ years of Call Center Experience.
Excellent verbal and written communication skills.
Strong background in client service and support.
Strong PC or MAC skills, as well as applications like (MS-Excel, MS-Word).
Ability to follow operating procedures and instructions.
Ability to work well under pressure while maintaining a professional demeanor.
Ability to multi-task.
Ability to operate with remote employees.
- Additional language skills are a strong bonus.
Boku, Inc. - 8 months ago