The company

Doityourselfimmigration is a free community-driven step-by-step immigration tutorial guide meant to educate the general public about the step-by-step process involved in applying, filing, and processing an application.

Job Background

We are hiring a customer service representative to manage user queries, questions, and concerns. You will also be asked to process, modify and escalate users’ complaints and concerns across a number of communication channels. To do well in this role you need to be able to remain calm when users are frustrated and having a bad experience on the platform.

Duties

• Maintaining a positive, empathetic and professional attitude toward users at all times.

• Responding promptly to user inquiries.

• Communicating with users through various channels.

• Acknowledging and resolving users’ complaints and concerns.

• Knowing our services inside and out so that you can answer questions.

• Processing orders, forms, applications, and requests.

• Keeping records of users’ interactions, transactions, comments and complaints.

• Communicating and coordinating with colleagues as necessary.

• Providing feedback on the efficiency of the service rep process.

• Managing a team of volunteers and intern service reps.

• Ensure user satisfaction and provide professional customer support.

Experience

• 1+ years of experience in customer service
• Experience working with customer support.
• Experience working on a remote team preferred.
• Knowledge of immigration is a plus, but not necessary. However, a hunger to learn as much as possible about the ever-evolving immigration world is a must.

Qualifications

• High school diploma, general education degree or equivalent

Skills & Competencies

• Ability to work in a fast-paced environment.
• Ability to stay calm when users are stressed or upset
• Comfortable using computers.

What we offer