Customer Service Representative - Work From Home

• Assist Account Managers by handling customer queries through email, managing up to 150 emails per day.
• Identify whether queries are basic (platform-related) or require more detailed, customized responses.
• Maintain clear and professional written communication to resolve customer issues and inquiries.
• Utilize HubSpot CRM to log, track, and monitor all customer interactions and ensure accurate records.
• Follow established procedures and reference manuals to respond to common questions efficiently.
• Escalate complex issues to Account Managers or Technical Support as needed.
• Support Account Managers by managing routine and repetitive queries to free up time for high-impact tasks.
• Continuously improve customer experience by identifying common issues and suggesting improvements to documentation or processes.
• Maintain a thorough understanding of the platform’s features, ticketing protocols, and membership programs.
• Other role-specific duties that may arise.

• Bachelor’s degree in Business, Communications, or a related field.
• Minimum of 5 years of experience in a customer success, support, or back-office role, preferably within ticketing, events, sports, or entertainment industries.
• Familiarity with HubSpot CRM or similar customer relationship management platforms.
• Exceptional written communication skills with strong attention to detail.
• Ability to manage high email volumes with efficiency and accuracy.
• Excellent problem-solving skills and a customer-centric mindset.
• Strong organizational and multitasking abilities.
• Knowledge of the sports and entertainment industry is highly desirable.
• Ability to work collaboratively within a team-oriented environment.

As a Twoconnect employee, you get to enjoy the following:

• Work from Home
• Work-life balance
• Dayshift
• HMO benefits
• Government-mandated benefits
• Training and Development programmes
• Employee Engagement Events (company outings, fun activities, quarterly wellness and self-care sessions)
• Experience working with leading organisations
• Fun, supportive, and inclusive culture
• Dedicated Team Managers that look after your development