Customer Support Representative III
At Sinch, we are a global leader in providing cutting-edge communication platforms, enabling businesses to connect with any mobile phone on the planet in seconds, or less. Our platform supports mobile SMS, rich messaging, voice, and video communication solutions for some of the biggest companies in the world.
Why do we have this role?
Customer Support Representative will be responsible for providing assistance to MessageMedia’s customer base via phone, email & chat channels. Providing 24/7 support by identifying effective solutions to meet customer needs, helping customers understand and get the best out of our products, troubleshooting issues, assisting with billing queries and maintaining customer account data.
The role will span across online chat, email and phone communication channels and cover rotating across a 24/7 roster.
What do you do in the role?
- Provide outstanding and timely technical and account/billing support in a fast-paced environment through phone, chat and email channels.
- Guide customers in their use of the platform by providing step by step support and answer questions related to our products and pricing
- Meet or exceed KPIs as set by your team leader, such as response time and quality metrics
- Ensure product knowledge is thorough and up to date by attending product briefings and training sessions
- Identify and escalate relevant concerns or customer feedback which may assist to drive improvements in both internal efficiencies and better customer outcomes
What experience/qualities you need to bring with you
- 3+ years of experience in customer service supporting English-speaking international customers
- Strong chat support experience is a must.
- Excellent written and verbal English communication skills
- Passionate about delivering exceptional customer experiences
- Strong interest in business and technology
- Proven critical thinking and creative problem-solving abilities
- Team player with a proactive and positive approach
- Quick to learn and adapt to new software platforms
- Self-motivated with the ability to work independently
Shift: Mid/UK shift; Must be open to rotating rest days
What we promise to give you
- Remote work setup
- Birthday leave (day off on your birthday)
- Additional vacation leave as outlined in the employee handbook
- Health insurance coverage
- Home internet allowance
- Access to the Employee Assistance Program (EAP)
Sinch Values
• Dream Big - We make the impossible possible by dreaming big to solve our customers’ problems and improve their businesses. Great things happen when we dare to challenge the status quo and find creative new ways to wow them. Driven by curiosity, we believe there is no such thing as failure, only continuous learning, and development. Having big, crazy, ambitious goals drives our success.
• Win Together - Great teams work faster and better together – creating meaningful impact for customers. Together as one global team, in close collaboration with our customers, we embrace diversity, meritocracy and care about every single individual. We build trust through open and honest relationships. It’s all about the team: being inclusive, respectful, and sharing our knowledge to empower all for personal growth. We collaborate, have fun and are stronger together.
• Keep it Simple - Sinch means simple and easy. It’s how we want customers to feel when dealing with us: uncomplicated, down-to-earth, and useful. Things stay simple when you are honest, open and act with integrity. Cut the fluff and talk straight! This also means spending our time and money wisely on things that really count. Eyes on the horizon, feet on the ground.
• Make it Happen - We make things happen and make them matter – for our customers and the world. We are “doers” who value getting results and don’t overthink matters. We stay accountable for our actions, apply the highest ethical standards to set ourselves apart and always deliver. If we’re not making an impact, we rethink the approach. Structure helps us, bureaucracy and excuses do not. No putting things off – let’s get it done now.