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Customer Success Representative

Penny AI

This is a Contract position in Toronto, ON posted September 11, 2021.

Penny AI is looking to add an exceptional individual to our Customer Success team in Vancouver, BC.

If you have a history of providing great customer service and support, the ability to communicate effectively, and are known for your troubleshooting skills, keep reading.

You will be responsible for providing high-quality customer care and tech support to a steady stream of Penny customers around the world, building and sustaining relationships, and tracking user feedback.

If you’re friendly and fun, quick and efficient, we would like to hear from you Responsibilities Respond to customer queries in a timely and accurate way via chat, email or phone Identify customer needs and help customers use specific product features and guide them through the functionality and how-to-use Penny App Troubleshoot software and hardware issues for end-users and analyze and report product malfunctions Share feature requests and effective workarounds with team members Assist in training junior Customer Success Representatives Handle customer complaints, provide appropriate solutions and alternatives within the time limits Follow communication procedures, guidelines and policies Take the extra mile to engage customers Take ownership of customers issues and follow problems through to resolution Keep accurate records and document customer service actions and discussions Maintain an orderly workflow according to priorities Cleverly communicate in writing within tight constraints, while driving an awesome, wow-ing experience for our users Pass on issues to senior customer success representatives when needed About You You love working with people in helping them succeed with their brand new Sales Assistant (Penny) You have rare people skills which allow you to get out in front of problems and proactively help users with potential troubles You are patient, empathetic, and understanding, especially when the end-user is misinformed or confused about something tech-related You’re competent with computers, have great typing skills, and can communicate clearly and effectively online You are curious and driven by the success of others You enjoy the opportunity to educate and train end-users You love to communicate in writing, are obsessive about the details, and do all this with a big smile on your face Requirements Experience as a Customer Support Specialist or similar CS role Familiarity with our industry is a plus Experience using help desk software and remote support tools Understanding of how CRM systems work Ability to work on weekends and evening shifts Excellent communication, presentation & problem-solving skills Multi-tasking abilities Patience when handling tough cases Track record of over-achieving quota Customer orientation and ability to adapt/respond to different types of users High school diploma Benefits Start-up culture with an opportunity to make an impact in your role and our team immediately Excellent on-the-job learning opportunities to grow your skills Competitive pay, benefits and a slice of the pie (aka
– stock options) 4 weeks vacation plus statutory holidays Support from a diverse and highly talented team to help you reach your goals Flexibility to work from home and the office Join a friendly, progressive team who like to organize fun activities and celebrate all-round awesomeness