客服代表
Contact Center Agent
在Epiq，你的工作将对复杂的全球法律结果产生影响。你将加入一个以价值观为导向的社区，诚信指导决策，不懈的服务设定标准，我们共同迎接巨大的挑战。我们通过全公司范围的学习和轮岗机会投资于你的成长。我们尊重你作为一个人，也尊重工作之外的生活，提供被外部认可的灵活性。借助现代平台和人工智能，你将从事职业生涯中最有意义的工作，并看到你的影响力得到扩展。
职位描述：
职位概要：
该职位负责接听和拨出电话，处理电子邮件、聊天和回拨互动。
主要职责
- 专业接听电话并回应客户咨询
- 完成与升级相关的外拨电话
- 识别并把更复杂的问题升级到研究团队
- 能够在电话中处理困难情况，同时保持高水平的专业性
- 遵守安排的排班和电话流程
- 准确提交工时记录用于计费和工资核算
任职资格与特质
- 高中毕业或同等学历
- 有客户服务或相关经验
- 在呼叫中心环境工作的经验是加分项
- 能在办公室环境中工作，并能完成可能需要坐着、站着以及使用办公设备的任务
你的具体薪资将根据以下因素确定：
- 该职位所在地区的市场薪资水平
- 你的能力与职位要求的关系
- 筛选和面试期间的表现
- 所考虑地区内更广泛团队的薪资公平性
具体的薪酬包细节将在与人才招聘团队的初次筛选电话中提供。
点击此处了解Epiq的福利。
Epiq领导力指南
促进关系与协作
通过开放沟通、共同目标和牢固的合作伙伴关系建立信任和一致，推动集体成功。
- 建立基于信任的合作伙伴关系
- 培养长期关系
- 消除协作障碍
- 庆祝跨团队的成功
激发与影响
通过清晰的沟通、有目的的影响和引人入胜的愿景激发行动和一致。
- 使用讲故事来获得支持
- 使沟通与组织目标保持一致
- 通过强大的参与度引导一致性
最大化绩效
设定并强化推动成果的绩效标准，确保问责制
查看英文原文
At Epiq, your work contributes to complex, global legal outcomes. You’ll join a values‑driven community where integrity guides decisions, relentless service sets the bar, and we thrive on big challenges together. We invest in your growth with enterprise‑wide learning and mobility. We celebrate who you are, and we respect life beyond work with flexibility that’s recognized externally. Enabled by modern platforms and AI, you’ll do the most meaningful work of your career and see your impact at scale.
Job Description:
Job Summary:
This position is responsible for answering inbound and outbound calls, processing email, chat, and callback interactions.
Essential Job Responsibilities
- Answering calls professionally and responding to customer inquiries
- Complete outbound calls related to escalations
- Identify and escalate more complex issues to the research team
- Ability to deal with difficult situations over the phone while maintaining high level of professionalism
- Adhere to assigned schedule and call flow
- Accurately submit time entries for billing and payroll purposes
Qualifications & Characteristics
- High School diploma or equivalent.
- Customer Service or similar experience.
- Experience in a call center environment is a plus.
- Ability to work in an office environment and perform tasks that may require sitting, standing, and using office equipment.
Your specific salary will be determined based on several factors:
- Location-based market rate for the role
- Your abilities in relation to the job specification
- Performance during screening and interview
- Pay parity with the wider team in the considered location
Further details about the package will be provided during the initial screening call with the Talent Acquisition Team.
Click here to learn about Epiq's Benefits.
Epiq Leadership Compass
Fosters Relationships & Collaboration
Builds trust and alignment through open communication, shared goals, and strong partnerships to drive collective success.
- Build trust-based partnerships
- Nurture long-term relationships
- Remove collaboration barriers
- Celebrate cross-team success
Engages & Influences
Inspires action and alignment through clear communication, purposeful influence, and a compelling vision.
- Use storytelling to build buy-in
- Align communication with organizational goals
- Guild alignment through strong engagement
Maximizes Performance
Sets and reinforces performance standards that drive results, ensure accountability, and align with Epiq’s goals.
- Use data to identify improvement opportunities
- Make informed decisions
- Align team goals with boarder strategy
- Empower teams to manage their own goals
- Translate vision into clear priorities
- Prepare for disruptions with strong change management
Achieves Operational Success
Drives continuous improvement and operational excellence through smart processes, data insights, and quality execution.
- Improve workflows for team efficiency
- Use clear documentation and expectations
- Resolve issues quickly using data and feedback
It is Epiq’s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq’s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request. Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.
Originally posted on Himalayas