What does a Teammate (Customer Care) really do?

Imagine yourself going to work with one thing in your mind: to provide the best customer experience to your clients.

Think of yourself as someone who will provide world-class service to our customers in an accurate, efficient, and respectful manner as measured by different performance metrics.

Roles and responsibilities:

• Deliver exceptional customer service by promptly addressing customer inquiries, resolving issues efficiently, and ensuring overall customer satisfaction;
• Research and provide accurate and timely responses to inquiries coming through phone, email, and live chat support channels (program-dependent);
• Navigate internal and external documentation and resources to provide world-class service;
• Identify and escalate priority or unresolved issues to appropriate internal teams based on agreed processes;
• Route contacts to the appropriate resources when necessary and document all customer interaction information according to standard operating procedures;
• Identify, troubleshoot, and communicate emerging trends and patterns in customer concerns and recurring issues;
• Strive for high-standard customer satisfaction and ensure all interactions are handled professionally based on the quality guidelines set by the client;
• Adhere to established protocols, KPIs, guidelines, schedules, and company policies to ensure consistent and standardized delivery of service;
• Foster a collaborative work environment by engaging with team members, supervisors, and other departments to resolve customer issues, share knowledge, and contribute to a positive team atmosphere;
• Participate in all mandated internal and external training and/or seminars; and
• Get to know, understand, and comply with TaskUs' policies and procedures, including confidentiality and data protection requirements.

Technical skills and qualifications:

• Strong verbal and written communication skills (program language requirements may apply);
• Computer literate and proficient in the use of Windows OS and/or Apple OS, Microsoft Office, and Google applications;
• Willingness to work shifting/rotational schedules as required by the program;
• Comfortable working on-site in Petaling Jaya, Selangor.

Soft skills:

• Problem-solving and critical-thinking skills;
• Great communication skills, written and oral;
• Must be adaptable and flexible, demonstrating abilities to work with process and information changes;
• Empathic toward customers and able to maintain a customer-centric approach;
• Team player: acts as a key participant within the internal team and broader company by taking part in department initiatives, providing feedback/updates, promoting collaborative solutions, and supporting colleagues/departments;
• Open to feedback, eager to learn, and able to show improvement.

Personality traits required:

• Resilient, calm, and professional when dealing with challenging situations;
• Adaptable to a dynamically changing business;
• Trustworthy and reliable with a high level of integrity;
• Resourceful, high attention to detail, and the ability to multitask.

What's in it for you?

• Competitive salary;
• Great benefits package (based on local policy and role eligibility);
• Professional growth opportunities with the chance to learn from many different functions;
• A fun and inclusive workplace.

How We Partner To Protect You: TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.

DEI: In TaskUs, we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.