Customer Support Specialist
Há 7 dias
Job Title: Customer Support Specialist Reports to: General Manager Location: Remote Employment Type: Full-Time (40 hours/week) Schedule: Monday to Saturday Compensation: Base Salary ($1100 US) | PTO Application: 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 Overview We'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-Saturday Pay: R$5,987.00 per month
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