Customer Service Representative

Job Description

Description
What we’re looking for?
Seeking Alpha is looking for a Customer Service Representative to join the Customer Service team. As a Customer Service Representative, your job is to answer users questions by phone and email and help them make the most out of their subscriptions. The position is 100% remote, work from home.
Why were a great company to work for
Seeking Alpha is the leading online destination for engaged investors. We have an awesome product. Our crowdsourced research and cutting-edge investing tools are helping nearly 300,000 paying subscribers exceed their financial goals.
We care about work-life balance: We work primarily from home, provide lots of perks, and insist that you enjoy them.
We invest in people. We consider each employee a long-term investment, and we see value in continuously nurturing and training our teammates.
Responsibilities
Manage large amounts of incoming phone calls and tickets
Actively perform product feature tours, updates… retention, and feedback calls with customers
Identify and assess customer needs to achieve satisfaction
Build sustainable relationships and trust with customer accounts through open and interactive communication
Address customer queries by identifying their needs and providing complete and accurate solutions
Go the extra mile to engage customers
Requirements
Very high level of English (verbal and written) – Must
At least two years of experience in customer support over the phone
Strong phone contact handling skills and active listening
Track record of over-achieving quota and a knack for up-selling additional products/services
Familiarity with CRM systems and best practices
Customer orientation and ability to adapt/respond to different types of customer personalities
Ability to multitask, prioritize, and manage time effectively
Experience in providing support for financial institutions – an advantage
Experience in providing support in a B2C environment – an advantage
Knowledge of U.S. stock markets and terminology – an advantage
Location: Remote work in India
Work terms: Work hours are Night Shifts (05:30 PM to 03:30 AM IST, including 1-hour break) Monday to Friday