Company Description Pronto Marketing is a fast-growing company providing fully-managed websites and online marketing services to over 1600 small businesses around the world, primarily in the United States as well as a growing customer base in Thailand. Founded in 2008 and based in Bangkok, Thailand, we have a team of 150+ professionals comprising everything from developers, designers, copywriters to project managers, SEO experts and client support agents working 24x5 building and managing online marketing for our clients.
Our services include the full range of digital marketing services from websites, eCommerce, search and SEO, PPC campaign management, content development and so much more.
You can learn more about us on the web
- Pronto company website: www.prontomarketing.com
- Culture and working at Pronto: http://www.prontomarketing.com/company/careers/
- Pronto on Facebook: www.facebook.com/prontomarketing
- Pronto Values:https://www.prontomarketing.com/pronto-values/
- Employee handbook:https://www.prontomarketing.com/employee-handbook/
Job Description
Responsibilities
- Provide customer support to clients and function as a night shift team member in our Philippines office, working hours 10pm - 7am.
- Attend to customers’ enquiries and requests via 24/5 live chat, support tickets, and calls.
- Provide customers with information regarding task complexity, expected completion time, and progress updates for their requests, as well as examining alternative solutions
- Analyse customers’ needs and objectives from chats, support tickets, or calls, and work with internal teams to complete requests for customers and to achieve customer satisfaction within business requirements.
- Provide accurate information regarding Pronto Marketing’s services to prospects and existing customers.
- Promptly attend to urgent requests, chats, and calls from customers, and prioritise requests accordingly with internal teams within the scope of our Service Level Agreement (SLA).
- Communicate clearly and effectively in internal notes and video calls, and summarise urgent requests, chats, or calls to members of the Support team on different shifts to uphold a seamless operation of 24/5 website support for customers.
- Escalate customers’ complaints or feedback towards services to senior project managers, lead project managers, and team managers to improve the level of service or address customer concerns.
Qualifications
Qualifications
- Minimum 1-2 years experience in Customer Service or I.T.-related roles.
- Strong English proficiency with excellent writing and communication skills.
- A team player who collaborates well within a multicultural team.
- Detail-oriented person with a passion to learn new tools and technologies.
- Intermediate understanding of WordPress, HTML, CSS, Google Analytics, SEO, online marketing, computer networking or network services is a plus.
