Job Summary :

Our growing business is looking for a skilled problem solver to join our team as a Virtual Field Supervisor (Night Shift). We need an enthusiastic individual who can listen to field employee issues and then offer a unique and innovative solution to each problem. The successful candidate for this role will have a strong command of the company's customer service policies, and be well-trained in industry knowledge that can be critical for offering quick and accurate assistance to employees.

Responsibilities and Duties :

1. Call field employees / clients (based in the US) to perform security checks.

2. Answers incoming calls regarding issues, service questions and general client concerns.

3. Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller.

4. Update information in the customer service database / report during and after each call.

5. Work with the management team to stay updated on industry knowledge and be informed of any changes in company policies.

6. Impact the company's bottom line by problem solving and turning frustrated clients into repeat customers.

7. Establish and manage communication with corporate, clients, staff and management.

8. Organize and prioritize office tasks to fulfill all administrative requirements.

9. Ensure effective telephone and email communications both internally and externally to maintain professional image.

10. Coordinate meetings with the US team.

11. Participates as needed in special department projects.

Qualifications and Skills :

1. Graduation or Equivalent

2. Prior customer service experience is a plus

3. Time management

4. Collaboration skills

5. Problem solving / analysis

6. Personal effectiveness / credibility

7. Excellent communication and interpersonal skills

8. Technical Capacity; Good knowledge of MS Office & Google products

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