Role Overview
Job Title: Customer Service Plus Agent
Reports to: Customer Care Plus Team Manager
Direct Reports: N/A
Work Pattern: Full Time, including 1 in every 3 weekends, Office Based
As a Customer Care Plus Agent, you will handle the most complex, technical, and sensitive customer queries. You will be empowered to take ownership of issues from start to finish and will play a key role in delivering an exceptional customer experience. Your performance will have a direct impact on customer satisfaction, operational efficiency, and brand reputation.
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Our Company
At Blinds2Go, our people are our stars. We foster an environment where autonomy and challenge are embraced, empowering our team members to take ownership of their work and push the boundaries of innovation. We believe our team will help us to become the fastest-growing, most loved, and most efficient window coverings company in the world.
Transparency
We lead by example and inspire others to achieve excellence in the right way.
Entrepreneurship
We focus on what matters with a sense of urgency, we quickly adapt and constantly innovate to meet customer needs.
Accountability
We take ownership and are responsible for our actions and decisions.
Meritocracy
We set challenging but realistic targets and deliver results passionately. Integrity and hard work are at the core of our culture, and we go the extra mile.
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Key Responsibilities
- Resolve escalated and complex customer issues across phone, email, and chat channels.
- Own customer interactions end-to-end, ensuring clarity, care, and resolution.
- Collaborate with cross-functional teams to remove friction and solve root problems.
- Contribute insights and suggestions for process and service improvements.
- Meet or exceed SLA targets and key performance indicators.
- Model company values and OHI practices in all interactions.
- Proactively follow up on unresolved customer issues and ensure timely closure.
- Escalate critical incidents appropriately while maintaining ownership and accountability.
- Support the offshore team by acting as a point of contact for escalations, guidance, and issue resolution.
- Assist in creating and maintaining internal knowledge base articles and process documentation.
- Support testing and feedback loops for new tools, workflows, or platform updates.
- Participate in calibration sessions and peer reviews to ensure service consistency and quality.
- Actively contributes to team huddles, retrospectives, and improvement discussions.
- Mentor and support new starters or colleagues as a subject matter expert when needed.
Key Performance Indicators (KPIs)
- CSAT (Customer Satisfaction Score)
- FCR (First Contact Resolution)
- Ticket resolution time
- Trust Pilot
- Call Abandon Rate
- Email Response Times
- Quality assurance results
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Skills & Experience Required
- Strong communication and problem-solving skills
- Experience handling escalated or complex customer queries
- Comfortable working with ambiguity and under pressure
- Tech-savvy and quick to learn new systems
- Proactive, with a growth mindset and a desire to improve continuously