At Postmates, customers are the center of our business. Our customer service team delights customers by providing fast, consistent, and world-class customer service from highly skilled agents using powerful tools and systems. We want all of our customers to have a high touch, personalized service experience.
Do you love working with and mentoring others on exceptional customer service skills? Are you great at resolving customer issues? Are you a people person and a hands-on problem solver? Do you want to work alongside our customer service representatives and set the example for how we work with our Postmates, customers, and merchants? If this sounds like you, apply today to join the leadership team for our incredible Customer Service team in Nashville! We’re looking for a Spanish speaking agent who is able to work afternoons and evenings.
Tech savvy with Mac and iOS experience and the ability to type 50+ WPM
Ability to read and understand reports to drive performance and identify areas of improvement
Demonstrable understanding of the internet, Postmates website, and competitor websites
Ability to quickly resolve problems for our Customers via social media outlets (Including but not limited to Twitter, Facebook.)
Proficient with Twitter/Tweetdeck, Google Apps, MS Office, Slack, and CRM services (Uservoice, ZenDesk)
Ability to communicate correctly and clearly with both internal and external customers
Excellent documentation skills
Outstanding phone etiquette; the ability to work on the phone throughout your shift
Good composition skills– ability to compose a grammatically correct, concise, and accurate written response
Act as the primary resource for VIP escalations stemming from internal and external tickets
Sound judgement and critical thinking skills to make real time decisions
Maintain discretion when handling confidential and/or publicity issues
The ability to think outside the box, envision solutions and proactively problem solve
Strong time management skills, action oriented and self-disciplined
Organized and detail oriented
Resolve escalated customer complaints and questions in real-time via phone, email and chat
Thick skin with the ability to convert an angry customer to a happy and satisfied customer
Monitor social platforms, primarily Twitter, to resolve customer issues
An empathetic personality: you understand when our customers have issues and want to solve their problem quickly and efficiently
The ideal candidate 2+ year of leadership experience in a customer service environment, bilingual and has experience working closely with an internal team and an outsource partner. Would describe themselves as Tech-savvy, they thrive using the latest web-based applications and equipment. Has proven experience acting as the primary resource for VIP escalations originating on any listening post such as email, social, phone, etc.
To apply for this job please visit the following URL: https://postmates.com/jobs/openings#section_ops →