Email Customer Service Representatives

 Job Description Overview:

This project supports a well-known application that allows customers to make parking reservations. Our agents play a crucial role in assisting these customers exclusively via email by addressing complaints and resolving parking-related issues such as payment problems, full parking lots, and similar concerns. In addition to handling parking-specific matters, agents also provide general customer service to ensure users have a smooth and positive experience with the platform. Whether its resolving a payment issue or answering questions about the app, our agents are committed to delivering excellent service and ensuring customer satisfaction; all through professional and timely email communication. To perform successfully in this project, agents must:

• Demonstrate strong written communication skills with proper grammar, tone, and clarity.
• Be able to de-escalate difficult customer situations with empathy and professionalism via email.
• Understand how to navigate multiple systems efficiently while resolving customer inquiries.
• Possess critical thinking and problem-solving skills to handle unique and urgent situations.
• Be detail-oriented, especially when processing payments or updating account information.
• Be flexible and adaptable to changes in process or policy.
• Exhibit excellent multi-tasking skillsmanaging multiple tickets, systems, and tasks simultaneously.
• Stay calm and focused under pressure, managing high volumes and tight response deadlines.
• Maintain a positive, customer-first attitude in every written interaction.
• Meet performance metrics such as response time, customer satisfaction, and resolution rate.
• Previous experience with email-based customer service projects is preferred but not required.