Customer Support Specialist EMEA

Who We Are And What We Do

Deel is a global team that helps businesses hire anyone, anywhere, easily. Deel consists of more than three thousand self-driven individuals spanning over 100 countries. Our unified yet diverse culture keeps us continually learning and innovating the Deel platform and our products for customers.

Companies should be able to hire the best talent anywhere in the world, so we are building the best platform to make that a reality. Our market-leading technology, expertise, and global team are crucial to the success of Deel’s platform. We deliver the best products and platform features in our space, enabling millions of jobs worldwide and connecting the global workforce with the best companies and opportunities.

Why should you be part of Deel's success story?

A 30-mile hiring radius should no longer dictate how companies hire because great talent lives everywhere. Deel sees a world without hiring borders and endless talent that pairs perfect candidates with great companies.

We offer global teams all the tools they need to hire, onboard, manage, pay, and scale at full speed. We aim to foster a diverse global economy by building a generational platform that seamlessly connects companies with talent worldwide.

After our successful Series D in 2021, we raised another $50M last year, doubling our valuation to $12B.

There’s never been a more exciting time to join Deel — the market leader in international payroll and compliance.

Key Responsibilities:

• Holding high levels of professionalism and Deel product knowledge
• Using a consultative and empathetic approach in delivering customer support resulting in positive customer experience
• Efficiently work through tickets via voice calls, live chats, email and social media channels
• Demonstrate strong ownership in issue resolution by providing best efforts to investigate, share knowledge, and communicate clearly with all customers
• Continually learn the Deel platform, keeping up to date with product features and changes
• Open communication with internal team members and business operations to help optimize and support workflows
• Specialize in different account topics and become a subject matter expert Communicating with customers through various channels (includes, but not limited to chat, email, phone, hangouts etc).
• Processing orders, forms, applications, and requests.
• Deliver efficient troubleshooting and query resolution.
• Identify, qualify and overcome customer objections.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Providing feedback on the efficiency of the customer service process.
• Meet deadlines in a fast paced environment.
• Manage and exceed multiple performance related targets.
• Participate in on-going product training and process upskilling.
  
  

Experience and skills required:

• Preferred experience in BPO, Call Centres or Customer Facing Teams
• Ability to work across multiple platforms, providing customer support using voice calls, live chats, email and social media
• Fluent in written and verbal english communication skills
• Have an “Outcome oriented mindset” with the quick ability to research and investigate
• Demonstrated high ability in providing customer satisfaction through empathy and problem solving
• Have previously embraced remote work, capable of working independently and self-motivated
• Experience working within a Global SaaS company would be highly regarded
• Zendesk experience is preferred
• Participate in on-going product training and process upskilling.
• Use initiative in identifying trends and/or process improvements.
• Being adherent and flexible to internal processes and procedures.
• Being open-minded and willing to accept feedback, whether positive or constructive.
• Demonstrate exceptional proactiveness, seamlessly collaborates with team members, and take full ownership of tasks to drive efficient and successful outcomes.
• Collaborate with the direct manager to resolve customer escalations within the agreed timeline. Communicating and coordinating with colleagues as necessary.
• This is a Contractor position. The Contrator may be requested to provide their services during non-core business hours throughout the week, including during evenings.
• At Deel we work at Deel Speed and your job duties may change to occasionally accommodate changing business needs.