Customer Service Representative at CrewBloom
The services of a Customer Service Representative with excellent communication skills and experience in customer service are currently needed at CrewBloom.
CrewBloom is driven by a vision of a world where talent knows no boundaries. They believe that companies should not be constrained by the cost of talent, and top-caliber professionals should not be limited by geographical location. Their mission is to bridge this gap, connecting companies with the best talent regardless of location, and empowering professionals to pursue opportunities without geographical constraints. With their commitment to breaking down barriers and fostering a global talent network, they strive to create opportunities that drive innovation and success for both businesses and individuals alike.
Position: Customer Service Representative
Salary: Very Attractive
Job Type: Full Time
Location: Remote
About the Role
As a Customer Service Representative, you will play a pivotal role in ensuring exceptional customer experiences across various communication channels. Your responsibilities will include addressing customer inquiries, resolving issues promptly, and collaborating with internal teams to enhance our service delivery. You will handle desk tickets, live chat sessions, and email support while also contributing to projects aimed at improving our customer experience.
Main Duties
Desk Tickets:
1. Maintain comprehensive documentation in the CRM system for consistency.
2. Resolve Tier 0 and Tier 1 help desk tickets efficiently and close them promptly.
3. Escalate Tier 2 and 3 support tickets to appropriate service partners, ensuring clear communication with customers on resolution timelines.
4. Manage and categorize SPAM tickets and emails.
5. Reconcile B2C and B2B payment tickets (Stripe, AuthNet, PayPal), escalating issues to management as necessary.
6. Handle Inquiry Contact Forms, providing initial assistance before transferring to the sales team.
7. Manage customer cancellations and retention efforts, collaborating with relevant departments.
8. Address course ratings below 4 stars, gather feedback for improvements and inform the content team.
9. Process paid PayPal invoices and scholarship applications when required.
Chat Support:
1. Provide timely assistance to customers via live chat, offering product information, resolving complaints, and aiding with basic troubleshooting.
2. Guide customers on website navigation, subscriptions, and course recommendations.
3. Transfer relevant inquiries to the Sales team and set tasks for discount/promotion requests.
4. Encourage subscription upgrades and maintain high customer feedback ratings.
Email Support:
1. Respond promptly and professionally to all customer emails.
2. Escalate issues as needed, providing context for resolution.
3. Manage email inboxes and document all correspondence in the CRM.
Additional Responsibilities:
1. Assist with basic onboarding of new Training and Access clients when necessary.
2. Monitor and follow up on annual subscription renewals.
3. Identify sales opportunities from reports and abandoned carts, transferring leads to the Sales team.
4. Contribute to special projects and attend weekly meetings.
5. Proactively raise customer issues and propose solutions to management.
6. Develop and uphold Customer Service procedures and standards, documenting processes for continuous improvement.
7. Maintain accurate customer records across company applications.
8. Draft and distribute mass emails to subscribers on relevant topics.
Qualifications
1. Previous experience in customer service roles preferred.
2. Excellent communication skills, both written and verbal.
3. Strong problem-solving abilities and attention to detail.
4. Ability to work efficiently in a fast-paced environment.
5. Proficiency in CRM systems and basic technical troubleshooting.
6. Flexibility to adapt to evolving responsibilities and priorities.
7. Customer-centric mindset with a commitment to delivering exceptional service.
System Requirements
1. At least 15mbps for the main internet and at least 10mbps for backup.
2. A desktop or laptop that has an i5 processor with at least 8 GB RAM and an i3 processor for backup.
3. Note: Back-ups should still be able to function when there is a power interruption.
4. A webcam.
5. Quiet, Dedicated Home Office.
6. Smartphone.
Required Documents
1. CV/Resume
Application Process
In order to apply for this role and to learn more about it, kindly CLICK HERE.
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