Online Chat Representative

Sinch MessageMedia provides innovative mobile messaging solutions that help businesses of all sizes – from SMBs to enterprise-level to better connect with customers. Our messaging solutions for alerts and notifications, billing and payments, appointment reminders, marketing, and staff scheduling are trusted by over 65,000 customers in industries such as healthcare, education, retail, and utilities. With offices across Australia, United States, United Kingdom, and New Zealand, MessageMedia is the number one choice for easy and engaging business messaging.

Sinch, the Customer Communications Cloud, powers meaningful conversations at scale across messaging, voice, and email to help businesses deliver unified, personalized experiences that truly revolve around their customers — no matter the channels they use. Over 150,000 businesses, including 8 of the 10 largest tech companies in the world, rely on us for their customer communication needs, with over 700 billion customer engagements each year.

ClickSend (and parent company MessageMedia) are proudly part of Sinch, a leading global Communication Platform as a Service (CPaaS) provider, offering messaging, voice and video communication solutions to a large global customer base. Sinch’s APIs and platform deal with over 145 billion engagements annually. Enterprise customers include 8 out of 10 of the largest US tech companies by market capitalization, major airlines, banks, retail, e-tail, internet, ride-hailing, parcel delivery companies and more.

About the position

ClickSend are currently looking for a Customer Support Representative that will be on the front-line of our great support team. We are looking for someone who can work from home, who is customer focused and able to provide online support to our customers to help resolve any product and sales issues, answer account and billing questions and in some cases, make new sales.

To be successful you will have the following skills:

• Open and maintain customer accounts by recording account information
• Resolve product or service problems by clarifying the customer’s complaint; determining the

cause of the problem; expediting correction or adjustment; following up to ensure

resolution

• Recommend potential products or services to management by collecting customer

information and analysing customer needs

• Contribute to team effort by accomplishing related results as needed
• Identify and assess customers needs to achieve satisfaction
• Build sustainable relationships of trust through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools

• Go the extra mile to engage customers

Requirements

Top Skills – Essential

• Proven customer support experience
• Fluent in English – Written and Verbal
• Strong contact and engagement with customer but courteous and

professional

• Familiar with CRM systems and practices

• Identify fraud and spam

Excellent communication and presentation skills

• Ability to multi-task, prioritize and manage time effectively

Proficiencies

• Customer Service

• Product Knowledge

• Quality Focus

• Market Knowledge

• Listening Skills

• Resolving Conflict

• Multitask

• Patience

• Positive Attitude

• Attention to Detail

• People Oriented

• Problem Solving

• Organisational Skills

• Adaptability

• Ability to Work Under Pressure

• Computer Skills

How success will be measured

• Successfully complete training –

• Meet set KPIS as set by the Customer Success Manager

Our Sinch values of DREAM BIG - WIN TOGETHER - KEEP IT SIMPLE - MAKE IT HAPPEN are what have made us successful. We’re quickly becoming a global force in business messaging, so people who feel a connection to these behaviors and like the pace of a fast-growing company will easily fit into our

team.