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Hybrid Customer Support Specialist (EMEA) Customer Support Specialist (EMEA) with verification

Deel · Ghana · Hybrid

About the job

Who We Are Is What We Do.Deel and our family of growing companies are made up of global teams dedicated to helping businesses hire anyone, anywhere, easily.The team comprises over three thousand self-driven individuals spanning over 100 countries, and our unified yet diverse culture keeps us continually learning and innovating the platform and 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 platform’s success. We deliver the best products and 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 our success story?A 30-mile hiring radius should no longer dictate how companies hire because exceptional 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 in 2023, doubling our valuation to $12B. There’s never been a more exciting time to join Deel — the international payroll and compliance market leader.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.
Total RewardsOur workforce deserves fair and competitive pay that meets them where they are. With scalable benefits, rewards, and perks, our total rewards programs reflect our commitment to inclusivity and access for all.Some things you’ll enjoy
  • Provided computer equipment tailored to your role
  • Stock grant opportunities dependent on your role, employment status and location
  • Additional perks and benefits based on your employment status and country
  • The flexibility of remote work, including WeWork access where available
At Deel, we’re an equal-opportunity employer that values diversity and positively encourage applications from suitably qualified and eligible candidates regardless of race, religion, sex, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, pregnancy or maternity or other applicable legally protected characteristics.Unless otherwise agreed, we will communicate with job applicants using Deel-specific emails, which include @deel.com and other acquired company emails like @payspace.com and @paygroup.com. You can view the most up-to-date job listings at Deel by visiting our careers page.Deel is an equal-opportunity employer and is committed to cultivating a diverse and inclusive workplace that reflects different abilities, backgrounds, beliefs, experiences, identities and perspectives.Deel will provide accommodation on request throughout the recruitment, selection and assessment process for applicants with disabilities. If you require accommodation, please inform our Talent Acquisition Team at [email protected] of the nature of the accommodation that you may require, to ensure your equal participation.