Customer Service Manager (email / live chat agent)

Expertise MONTEPRO is a multi-product IT company that develops cross-platform applications and services.
We are a team of like-minded people united by a common goal and values. Our products are among the top user ratings in Europe, the UK, the USA, Canada, Australia, and New Zealand.

We are looking for a dedicated Customer Service Manager (email & live chat agent) to provide exceptional support and sales for our products (supplements in various verticals).

Requirements:

- Minimum of 2 years of experience in a Customer Service Manager, Customer Care Agent Support, or Customer Support Representative role;
- Excellent command of written and spoken English;
- Strong communication (including active listening and negotiation) and analytical skills;
- Good problem-solving abilities with a focus on quality;
- Capability to work independently and as part of a team;
- Support of existing partners, search for approaches to increase profits with current webmasters;
- Analysis of indicators of marketing efficiency of partners' traffic and decision-making based on these indicators;
- Analysis of competitors, new verticals and markets;
- Monitor traffic quality.

What You Will Do:

- Take ownership of resolving and processing customer requests;
- Develop an in-depth understanding of our product to provide effective support;
- Provide consultancy to clients on aspects of the company’s product through emails, and chats, and do an initial analysis of client requests;
- Collect, understand, and document client issues and information;
- Efficiently escalate client requests to the appropriate team for resolution when necessary;
- Evaluate the speed and quality of client request processing;
- Provide clear and timely responses to clients regarding the resolution of their issues;
- Act as the primary point of contact for clients during the integration phase;
- Be available on-call during out-of-office hours for highest priority support issues.

Why us:

- People-driven team;
- Clients worldwide;
- The international team of talented people;
- Possibility to deliver services from any location;
- Balance between routine and developmental tasks;
- Compensation for the cost of group English language training;
- Work from a convenient office in Montenegro or remotely;
- Official employment in Montenegro (in case of relocation);
- Compensation for sick leave and paid vacation.

About MONTE-PRO

We are a team of highly skilled IT developers and experts based in the beautiful country of Montenegro. Our team is composed of individuals who have extensive experience in various aspects of software development, including web development, mobile app development, and software engineering. We are dedicated to providing our clients with the highest quality of service, and we work tirelessly to ensure that their needs are met and their expectations exceeded. Our passion for technology and innovation drives us to stay up-to-date with the latest trends and advancements in the industry, so that we can provide our clients with cutting-edge solutions that will help them achieve their goals.

Company website:
https://monte-pro.com/

DOU company page:
https://jobs.dou.ua/companies/monte-pro/