Customer Care Representative in Everhelp

Genesis is an international IT company that provides a full range of services. More than 1,500 people in five countries create products for more than 200 million unique users every month. We are one of the largest partners of Facebook, Google, Snapchat and Apple in Eastern Europe. Our ecosystem consists of more than 15 companies and an investment fund.

EverHelp is a project in the Genesis ecosystem. We are a team of professionals developing an outsourced support service for many clients around the world at an increasing pace: the project was created in 2021, but in the last year we have grown by 82%. Currently, our employees are safe, we have kept all jobs, in addition, we continue to strengthen our team and keep the Retention Rate at a level of at least 90%.

Our position:

• We are against war and unjustified aggression,
• We evacuated company employees and their relatives from war zones, helped them find housing and provided financial support,
• We provided the entire team with mobile stations and batteries,
• li>We continue to work steadily for the future of Ukraine.

As we continue to expand, we are looking for a responsibleCustomer Care Representative who will implement, develop and maintain high standards of service quality for our customers.

You will:

• Process user inquiries via e-mail and, in the future, possibly also via chats and calls,
• Check customer information and analyze previous contact history,
• Identify the sources and context of the request,
• Identify and document bugs, collect and communicate product feedback,
• Clarify details in complex cases,
• Ensure minimization of the risks of chargebacks and appeals that may negatively affect the company's reputation,
• Identify cases that may have legal or financial risks and escalate them in a timely manner.
  
   

About you:

• You speak English at the Upper-intermediate/Advanced level: competent written and spoken language,
• You have excellent communication skills: you know how to politely, professionally and timely resolve customer complaints,
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• Able to work independently and as part of different teams,
• You are attentive, persistent and focused on finding solutions,
• Flexible to work schedule (you may have to work nights and weekends),
• You have a strong work ethic and can quickly adapt to changes in a dynamic business environment.

It will be cool if you have:

• Experience with basic CRM systems,
• Experience with email management software and communication tools,
• Understanding the principles of payment processing systems and bug reporting experience,
• Confidence, enthusiasm and ability to manage workload,
• High empathy, good memory, ability to work under pressure,
• Desire to develop your knowledge and skills.

A job at EverHelp is:

• Opportunity to join a Ukrainian company and help the economy of our country,
• 20+ days of vacation and sick leave without restrictions,
• Medical insurance and +10 additional Healthcare weekends to restore your condition and resources,
• The possibility to work completely remotely,
• A professional team of specialists ready to share their expertise, internal communities and team activities that promote continuous learning and development as in a team as well as on an individual level,
• Opportunity for career growth to a leadership role: 32% of our employees moved to new positions within their first year of working with the company, 86% of our Team Leads are our agents of yesterday,

• Corporate discounts on subscriptions to gyms and a wide range of services not about sports.

Don't delay! Send your CV and join EverHelp.