Service Marcus customers through various channels with a focus on communicating via web chat/mobile app
Contribute feedback to develop new content and refine the existing content library
Research escalated customer issues and provide customer-centric resolutions
Accessing multiple electronic systems and documenting steps taken, while efficiently and accurately completing the customer request
Participating in projects or process improvements to drive operational excellence
Meeting established goals for all performance metrics, including chat quality, productivity and schedule adherence, to provide an exceptional level of service to prospective and current customers
Abide by applicable regulatory and departmental policies and procedures
Assisting with inbound and outbound calls when required
Basic Qualifications
Bachelor's degree from a recognized institute
1-2 years customer service or related experience
Proficient with Microsoft Suite (including Word, Excel, PowerPoint, and Outlook)
Preferred Qualifications
Strong written communication skills and typing proficiency
Excellent attention to detail
Experience using a session based or continuous messaging platform
