Customer Support Representative

About the Role

We are seeking a Customer Support Representative who will focus on handling partner and customer queries while ensuring a one-touch resolution experience. This role involves monitoring daily deliveries from fulfillment to completion and providing assistance to our users along the way. You will report to the Senior Supervisor, Partner Operations and work closely with other team members to maintain high standards of service.

The ideal candidate has a minimum of 2 years of customer service experience, particularly in handling complex customer interactions. You should be tech-savvy, adaptable, and passionate about delivering exceptional service in a fast-paced environment.

What You'll Work On:

• Assist users in their entire experience. 
• Efficiently address and solve user issues primarily via live channels (email, phone) while maintaining and exceeding KPIs.
• Build connections and trust with our users, aiming for a first-time resolution.
• Monitor daily deliveries, anticipate potential risks, and ensure on-time delivery and exceptional service.
• Proactively solve issues using your knowledge and experience to make informed decisions.
• Identify trends and provide constructive feedback to other teams as necessary.
• Champion our partners and customers by identifying their needs and advocating for continuous improvement.

Your Areas Of Expertise:

• Minimum 2 years of customer service experience, including handling complex customer interactions.
• Experience with CRM tools. (We use Zendesk)
• Experience with TMS (Transportation Management Systems)
• Excellent typing skills and the ability to navigate online tools and systems.
• Strong written and verbal communication skills with a command of grammar and spelling.
• Reliable and punctual with excellent time management skills.
• Adaptability and a love for change in a fast-paced environment.
• Bilingual in English and Spanish is strongly preferred.
• Available full-time (40 hours / week):  We run a 7 day a week business so weekend availability is a must

Compensation & Benefits: 

At Taskrabbit, our approach to compensation is designed to be competitive, transparent and equitable.  total compensation consists of base hourly rate + bonus + benefits + perks.

The hourly pay for this position is $21.50/hour. This range is representative of base pay only, and does not include any other total cash compensation amounts, such as company bonus or benefits. Final offer amounts may vary from the amounts listed above, and will be determined by factors including, but not limited to, relevant experience, qualifications, geography, and level.

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