Customer Support (Inbound/Outbound)

August 24

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Description

• Handle inbound and outbound phone calls professionally, providing accurate information, resolving customer inquiries, and effectively addressing concerns. • Conduct outbound sales calls to potential and existing customers, promoting products, and identifying opportunities for upselling or cross-selling to enhance customer engagement and revenue. • Serve as a key point of contact for customers, advocating for their needs and ensuring their issues are resolved to their satisfaction. Strive to exceed customer expectations through personalized and timely support solutions. • Manage complex customer inquiries or complaints by utilizing your knowledge and available resources to resolve issues efficiently and effectively. • Maintain and update accurate records of all phone interactions, including call details and resolutions, to ensure thorough documentation and follow-up. • Monitor personal performance metrics such as call handling times, resolution rates, and customer satisfaction scores, and implement strategies to improve individual efficiency and effectiveness. • Collaborate with other departments as needed to resolve customer issues, share feedback, and enhance overall customer service processes. • Participate in training sessions and stay informed about best practices and emerging trends in customer service to continuously improve your skills and knowledge.

Requirements

• 2+ years experience in a customer support role, with a demonstrated ability to handle both inbound and outbound phone interactions effectively. • Language skills: Strong English Fluency. • Exceptional interpersonal and communication skills, with the ability to effectively interact with customers over the phone and collaborate with internal stakeholders. • Strong problem-solving abilities and the capability to manage challenging situations with diplomacy and tact. • Proven track record of achieving performance metrics related to call handling, customer satisfaction, and sales goals. • A commitment to delivering a superior customer experience and a proactive approach to continuous improvement and personal development.

Benefits

• PTO + Regional Holiday time off • End-of-year bonus • Wellness & workspace budget • Fully remote position with a fixed schedule: 11am-7pm EST (Monday to Friday)