Customer Service Analyst

Customer Service Analyst About Remarkable AI (Chatdesk) Remarkable AI is committed to delivering exceptional service and support to our clients, and we are looking for a dedicated Customer Service Analyst to join our growing team.

Position Summary The Customer Service Representative will be the front line of support for Remarkable AI's clients, responsible for delivering outstanding service and resolving customer inquiries efficiently and effectively.

This role requires a strong commitment to quality, excellent communication skills, and the ability to work in a fast-paced environment.

Key Responsibilities Meet daily targets and complete all assignments on time.

Respond to customer inquiries within the scope outlined in Notion and adhere to all guidelines provided by team leads.

Proactively communicate questions and challenges to your team lead via Slack.

Complete all assignments promptly, maintaining a strong focus on target response times.

Prioritize daily tasks to ensure all responsibilities are met.

Communicate any challenges or inability to meet tasks with your team lead immediately.

Maintain a high standard of quality in all customer interactions and resolutions.

Provide quick responses to messages and questions from your team lead, ideally within two hours.

Do's Adhere to all company policies and procedures.

This ensures that you operate within established guidelines, maintaining consistency and compliance across the board.

Maintain a professional and helpful demeanor with both colleagues and customers.

Your attitude reflects on the team and the company.

Proactively seek clarification and assistance when you're unsure about a task or guideline.

Asking questions is a sign of good judgment and a commitment to getting it right.

Actively participate in training and development opportunities.

Embracing continuous learning is key to growing in your role and contributing to the team's success.

Document all customer interactions accurately and promptly.

This is essential for maintaining clear records and providing consistent support.

Don'ts Don't manipulate ticket counts or records.

All data must be accurate to ensure we can properly track performance and allocate resources.

Don't conceal quality issues.

Instead, report them immediately to your team lead.

Timely reporting allows us to address problems and prevent them from escalating.

Don't be offline or inactive during your scheduled shift.

You're expected to be available and responsive to the needs of the business and your colleagues.

Don't abandon a scheduled shift.

If you need to leave, arrange a shift swap with a colleague and secure the necessary approval.

This helps maintain service continuity.

Don't repeat mistakes.

Instead, take feedback as a chance to learn and grow.

Consistently implement corrections to improve your performance.

Working Hours Due to the nature of our business, working hours are based on a flexible shift schedule.

Shifts can be random and may vary in length (e.g., 6 hours every two days) to ensure optimal coverage.

The work hours will be 6 : 00 PM to 12 : 00 AM, Bogota Time.

Qualifications Proven experience in a customer service role.

Excellent verbal and written communication skills.

Strong problem-solving abilities and attention to detail.

Ability to work independently and as part of a team.

Proficiency in using customer relationship management (CRM) software and communication platforms like Slack.

Ability to manage time effectively and prioritize tasks.

Compensation The compensation for this role is $1,920,000.00 COP monthly.

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