Customer Support Specialist
1 dia atrás
Job Title: Customer Support SpecialistReports to: General ManagerLocation: RemoteEmployment Type: Full-Time (40 hours/week)Schedule: Monday to SaturdayCompensation: Base Salary ($1100 US) | PTOApplication: Please submit a cover letter and in addition, please include a brief response to the following question:Question:- “How can I make sure that when I have to change a customer’s appointment — whether it’s due to lateness, rescheduling, or cancellation — the customer still leaves the interaction feeling that the adjustment was handled positively, with care, and maybe even to their benefit?”_Position OverviewWe're seeking a Customer Support Specialist who excels at building genuine human connections. This is not just a customer service or sales position — we are looking for someone with a warm, conversational personality, the kind of person who makes others feel like they’re speaking to a friend or family member.Key Responsibilities:- Handle retention and cancellation calls with **empathy and problem-solving mindset**.- Listen actively to customers’ concerns and work toward resolutions that **genuinely serve their needs**.- Conduct **follow-up calls** to ensure satisfaction, build loyalty, and re-engage past clients.- Perform **"Welcome Calls"** to build a strong first impression and clarify service expectations.- Recognize opportunities to **upsell services** in a natural, non-pushy manner.- Collaborate with the operations and scheduling team to ensure seamless customer experiences.- Track interactions and outcomes in the CRM to inform retention strategies.- Offer **emotional intelligence** and care in every interaction — customers should leave the call smiling.What We’re Looking For:- A naturally **friendly, talkative, and compassionate personality** — someone who enjoys real conversations.- Experience in customer support, retention, or sales (cleaning industry is a plus).- Strong listening and interpersonal skills; **empathy is your superpower**.- Ability to de-escalate concerns and guide customers toward positive solutions.- Excellent organizational skills and comfort with multitasking.- Tech-savvy; comfortable with CRM software, spreadsheets, and digital communication tools.- Self-motivated, proactive, and comfortable in a fast-paced environment.What You’ll Love About Working With Us:- A **supportive, culture-driven team** that values you as a person.- Flexible hours and the ability to work remotely.- Paid time off and recognition for outstanding work.- Schedule: Monday-SaturdayPay: R$5,987.00 per month
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