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Customer Agent (Chat-Email-WFH)

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Next training class is expected to start on Next Week and will be conducted remotely Monday-Friday, 8AM-5PM.**Due to COVID-19, the safety of team members is our priority. The Chat/Email Customer Agent position is a work from home opportunity.***We will provide our Work from home agents High Speed Data Connection with a 1000 Mbps.***Work from home agents must have a quiet dedicated office space for working remotely.Appen USA is seeking Customer Care Specialists who are enthusiastic in interacting with customers through online platforms such as social media, email and live chat. As a Customer Care Specialist, you will be at the heart of our business, where you act as a professional resource for our valued customers. Customer Care Specialists within the Online Customer Support Team balance both online and phone interactions based on the business needs.We ask our teams to provide a consultative approach to educate customers about the features and benefits of our products and services. The ability to utilize open-end questions to troubleshoot technical equipment is key to providing customers with effective support in correcting issues that may arise. We encourage our teams to build trusted relationships with our customers by providing information and handling data entry accurately and timely. Our teams pride themselves in constant growth and education, so we are able to meet our customers’ needs in answering their inquiries.Performance goals and metrics help our teams stay accountable to achieve an improved customer experience. Performance goals must be met on a monthly basis to qualify for our work from home program. Strong written communication skills are required. Writing style will need to adhere to our company tone and brand standards, as all written communication is customer facing and at times visible on social media. We look for candidates who thrive in positive and innovative work cultures.Our company promises to deliver A Trusted and Valued Connection – Always. In this exciting position, you will have the opportunity to help us deliver on that promise directly.RequirementsH.S. Diploma or G.E.D.Previous Customer Service ExperiencePrevious Sales and/or Technical Experience is a plusWorking Knowledge of Zendesk or similar platformExcellent Communication Skills – Oral and WrittenProficient Grammar and Typing SkillsStrong Computer Skills to include Microsoft Office Programs and OutlookWillingness to work as part of a teamAbility to multitask in a fast-paced environment while adapting changesAbility to meet set performance metrics and goalsAbility to exercise good judgement

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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