Remote Client Services Representative (CSR)

https://onecontact.com.mk/job/detail/remote-client-services-representative-csr

Who we’re looking for

Are you passionate about customer service? Do you enjoy thinking beyond, making things easier, and making things happen for clients? Do you love technology and music? We’re looking for someone who isn’t afraid to dive in and learn new things, and is motivated by the prospect of nurturing healthy and successful client relationships- the very core of our best in class service and support. You have some experience in client facing roles and have the ability to effectively manage multiple client accounts, deliverables, support and conflict, simultaneously.

You’re someone who figures things out independently and is eager to learn new things. You possess strong leadership abilities and are keen to make your mark in a growing, thriving industry. Reporting directly to the Client Services Manager, the successful candidate will manage onboarding for new clients, support and troubleshoot client’s problems to develop a trusting relationship, and identify new opportunities for clients to find success using our products,

Role and Responsibilities

• Manage the support desk by promptly responding to customer inquiries, troubleshooting issues, and providing resolutions to ensure a high level of customer satisfaction.
• Effectively oversee all new client relationships from sales handoff to service mode
• Serve as the primary point of contact for customer inquiries, addressing their concerns, and providing accurate information promptly.
• Support new client onboarding implementations
• Maintain strong internal records of all client communications during onboarding process and beyond
• Effectively communicate with clients and team members within a remote work environment
• Provide technical implementation support for website builds, mobile app builds, and Alexa skill builds
• Use data, trends, and client feedback to identify opportunities to expand business with clients
• Provide support for client renewals and upsells
• Continuously enhance workflows, streamline processes, and contribute to developing comprehensive
  documentation to ensure high efficiency, scalability, and consistent service delivery.
• Contribute to team brainstorming sessions for new products and services
• Actively monitor customer satisfaction levels and gather feedback to identify areas for improvement and implement necessary measures to enhance overall customer experience.
• Contribute to the development and implementation of customer service policies, procedures, and best practices to improve service quality and efficiency.

What you bring to the team

• 1 year of proven experience working in Client Success/Service/Support or Account Management related functions
• Excellent problem-solving skills with the ability to identify issues, propose solutions, and implement effective resolutions.
• Strong interpersonal skills with the ability to build and maintain positive relationships with clients and team members.
• Familiarity with customer relationship management (CRM) systems and experience in managing customer data and interaction would be an asset
• Strong presentation and training skills
• Strong analytical thinking
• Strong understanding of website content management (e.g. WordPress) and social media engagement
• Strong understanding of Microsoft Office/ Google Products/Windows operating systems and programs
• Strong command of the English language (both written and verbal)
• Self-motivated, team player, personable, adaptable, and well-organized
• Access to high speed internet for remote work

Nice-To-Have

• Experience in the Radio or TV Industry would be an asset
• Educational background in media, communications, broadcast or equivalent would be an asset.

Working Hours

Standard 8 hour shift falls between 9 AM - 5 PM EST (US/Canada)

What We Can Offer

• An Attractive Salary Package + Benefits
• 100% Remote Work - Work From Anywhere
• Working In An International Team
• Opportunity To Learn & Develop New Skills
  
  
   

Apply Today & Join Our International Team of Support Professionals!