Customer Care Support Agent

About the Company

Talentflare Pty Ltd. specializes in white label consumer email services used by telecommunications companies, ISPs, and carriers worldwide. Their offerings include email messaging platforms, appliances, and hosting solutions tailored for service providers.

Roles and Responsibilities

• Collaborate closely with your team leader to ensure Atmail consistently delivers high-quality, prompt, and efficient customer support.
• Address both simple and complex account issues, facilitating technical communication between all involved parties to enhance product and customer satisfaction.
• Respond to customer support inquiries professionally and promptly, documenting all interactions thoroughly and prioritizing requests appropriately.
• Work within the Support Centre to monitor and resolve escalated customer incidents effectively.
• Partner with the Customer Care Team Leader to refine or develop support processes.
• Handle customer information and mailbox access with strict confidentiality adhering to data privacy standards.
• Operate within legal, ethical, and company policies, maintaining community expectations.
• Perform additional relevant duties as assigned by Atmail leadership, ensuring long-term success for the company.

Job Requirements

• Possess 2 to 7 years of experience in billing or escalation roles supporting customers.
• Exemplary communication skills with the capability to manage high-pressure situations effectively.
• Strong familiarity with billing procedures and processes is a must.
• Experience supporting email services or similar internet and online products is highly desirable.
• Knowledge of billing platforms such as Chargebee, Stripe, and PayPal is advantageous.
• Experience with customer support tools and telephony systems like Zendesk or Amazon Connect is beneficial.
• A Bachelor’s degree in technology, business, or a related field is preferred.