Live Chat Representative
Who we are:
Pillar is an Israeli and Ukrainian company. Since 2015, we provide outsourcing
and out staff services to world-class companies all over the world.
Every day we partner across functional areas: logistics, medicine, education,
tourism, game industry, utilities, data storage, etc.
We work in a flexible environment where there is an opportunity to achieve
results, receive feedback for learning, improve ways of working by developing
both soft and hard skills, and contribute to a corporate culture
focused on people.
Our team is highly experienced, and all the projects we work on are solid
and long-term as our clients appreciate our expertise and stay with us for a long.
We are also keen on learning from each other. That is why we cheerfully meet people
who bring a new set of experiences and backgrounds to our team.
About the project:
Fornova is a global provider of B2B data solutions directly impacting revenue creation in increasingly competitive markets. Hundreds of online travel and retail businesses around the world leverage Fornova solutions to maximize their revenue.
Fornova has revolutionized the way travel and retail industries conduct their day-to-day business. Scanning billions of exclusive data points from all over the world, Fornova delivers real-time and business-critical market intelligence that helps travel & retail businesses win.
About the role:
The Live Chat Representative is responsible for assisting customers with general questions, product information, and first-level troubleshooting. In this fast-paced position, the Live Chat Representative will monitor a web-based chat console and respond to chat requests via instant messaging.
What you’ll do:
- Deliver superior Customer Service while managing multiple chat sessions simultaneously.
- Take ownership and make it personal.
- Maintain up-to-date product, sales, and company knowledge.
- Investigate customers’ problems and find solutions to resolve issues.
- Work with management on customer service initiatives.
- Excellent attention to detail and organizational skills
- Effective communication and interaction with employees, clients, and colleagues and the ability to work effectively with all levels of the organization.
- Ability to resolve routine customer issues
What you’ll need:
Must:
- Excellent written and verbal communication skills in English.
- Ability to work a flexible schedule which could include nights.
- Highly service-oriented and emphatic.
- Ability to self-manage and take initiative.
- Basic troubleshooting skills.
Nice to have:
- Prior customer service experience preferred.
- Experience in a Live Chat Representative position or similar – big advantage.
What’s in it for you:
- Company & Team Events.
- Book Club.
- Online Education.
- Football Team, Running Team, Gym subscription.
- English Lessons.
- Life and Health Insurance.
- Paid Vacations.
- Play Area.
- Professional Conferences; Retains incentive programs.
You can work either remotely or from our spacious and cozy Ukrainian office in
Vinnytsia has unlimited access to cookies and snacks, office activities,
company, and team buildings.
We care a lot about communication, autonomy, curiosity, and initiative, that is why
we keep in touch with you despite the work format you choose and value your
work/life balance. We care about family and your own personal development, that’s
why we don’t expect you to always be engaged with work.
We appreciate your time and efforts, that’s why our recruitment team always endeavors to choose the most convenient time for you.
You will have a two-step interview, which includes a 30 min HR interview with
our HR Generalist Olena, and a technical interview with Anna (Chat Team Leader)
and with Tom (Head of Support).
- A brief preliminary test:
Before interviews, you’ll be given a short English test.
This online level test includes 2 parts:
1. 15 multiple-choice questions (10 minutes).
2. Listening part with 7 multiple-choice questions (15 minutes).
The total test length is 25 minutes. - HR Interview:
Here we want to get to know you, hear about what you’re interested in, and learn about what you hope to do in the future. We’ll also tell you about us and the project, answer your questions, and talk about company benefits. - Technical &Personal interview:
This step usually takes 1 hour (or less) of your time and includes a few short writing and speaking assignments to test your English communication skills
and approach to customer care.