Customer Service Agent - English Speaker (Part-Time / Night Shift)

Via  is on a mission to revolutionize global transportation. By harnessing cutting-edge technology, we’re not just transforming daily commutes but also making a significant impact on reducing humanity’s environmental footprint. With ambitious goals, we’re committed to creating a more sustainable and efficient future for transportation worldwide.

Are you passionate about helping others and providing outstanding service? VIA has the perfect opportunity for you! We are seeking enthusiastic Customer Support Agents fluent in English to join our dynamic team.In this role, you will experience the dynamics of the mobility industry first-hand. You will learn the operations, technology management, and on-demand mobility processes of Via, enabling you to provide on-demand support to customers in the USA and contribute to Via's and team’s goals.

What you’ll be doing?

• Keep things running smoothly  by offering first-line support through phone, email, and digital channels as needed.
• Aim for 'first contact resolution'  to handle customer queries quickly and effectively. If something needs more attention, escalate it until it's fully resolved, following the company's and client's guidelines.
• Keep customer records updated  with reasons for contact, solutions provided, and any other relevant information to support our customers and maintain service quality.
• Foster positive interactions  in all communications, making sure customers feel understood and supported.
• Provide efficient and productive support  to meet agreed service levels (SLA) and contact centre KPIs.
• Participate in training and briefings  (both internal and external) to gain expertise and understand client and contact centre requirements.
• Follow all applicable policies and regulations , including client policies, EU legal frameworks, and local government regulations.
• Offer feedback and insights  on areas that may lead to a poor customer experience.
• Embody the values  of the client and CPM, ensuring these are reflected in your daily work.

Requirements

What skills & experience you’ll bring to us?

Benefits

What do we offer?

Additional Benefits :