Customer Service Representative (Remote) Customer Service Representative | CrewBloom |Philippines As a Customer Service Representative, you will play a pivotal role inensuring exceptional customer experiences across various communicationchannels. Your responsibilities will include addressing customer inquiries,resolving issues promptly, and collaborating with internal teams to enhanceour service delivery. You will handle desk tickets, live chat sessions, andemail support while also contributing to projects aimed at improving our...
channels. Your responsibilities will include addressing customer inquiries,resolving issues promptly, and collaborating with internal teams to enhanceour service delivery. You will handle desk tickets, live chat sessions, andemail support while also contributing to projects aimed at improving ourcustomer experience.Job ResponsibilitiesDesk Tickets:Maintain comprehensive documentation in the CRM system forconsistency.Resolve Tier 0 and Tier 1 help desk tickets efficiently and close thempromptly.Escalate Tier 2 and 3 support tickets to appropriate service partners,ensuring clear communication with customers on resolution timelines.Manage and categorize SPAM tickets and emails.Reconcile B2C and B2B payment tickets (Stripe, AuthNet, PayPal),escalating issues to management as necessary.Handle Inquiry Contact Forms, providing initial assistance beforetransferring to the sales team.Manage customer cancellations and retention efforts, collaborating withrelevant departments.Address course ratings below 4 stars, gather feedback for improvementsand inform the content team.Process paid PayPal invoices and scholarship applications whenrequired.Chat Support:Provide timely assistance to customers via live chat, offering productinformation, resolving complaints, and aiding with basictroubleshooting.Guide customers on website navigation, subscriptions, and courserecommendations.Transfer relevant inquiries to the Sales team and set tasks fordiscount/promotion requests.Encourage subscription upgrades and maintain high customer feedbackratings.Email Support:Respond promptly and professionally to all customer emails.Escalate issues as needed, providing context for resolution.Manage email inboxes and document all correspondence in the CRM.Additional Responsibilities:Assist with basic onboarding of new Training and Access clients whennecessary.Monitor and follow up on annual subscription renewals.Identify sales opportunities from reports and abandoned carts,transferring leads to the Sales team.Contribute to special projects and attend weekly meetings.Proactively raise customer issues and propose solutions tomanagement.Develop and uphold Customer Service procedures and standards,documenting processes for continuous improvement.Maintain accurate customer records across company applications.Draft and distribute mass emails to subscribers on relevanttopics. Join Our Dynamic Team: Experience our fun, inclusive,innovative culture that values your unique contributions and supports yourprofessional growth. Embrace the Opportunities: Seize daily chances tolearn, innovate, and excel. Make a real impact in your field. Limitless Career Growth: Unlock a world ofpossibilities and resources to propel your career forward. Fast-Paced Thrills: Thrive in a high-energy, engagingatmosphere. Embrace challenges and reap stimulating rewards. Flexibility, Your Way: Embrace the freedom to workfrom home or any location of your choice. Create your ideal workenvironment. Work-Life Balance at Its Best: Say goodbye tostressful commutes and hello to quality time with loved ones. Achieve ahealthy work-life integration to perform at your best.Previous experience in customer service roles preferred.Excellent communication skills, both written and verbal.Strong problem-solving abilities and attention to detail.Ability to work efficiently in a fast-paced environment.Proficiency in CRM systems and basic technical troubleshooting.Flexibility to adapt to evolving responsibilities and priorities.Customer-centric mindset with a commitment to delivering exceptionalservice.System RequirementsAt least 15mbps for the main internet and at least 10mbps forbackupA desktop or laptop that has an i5 processor with at least 8 GB RAM andan i3 processor for backupNote: Back-ups should still be able to function when there is a powerinterruptionA webcamNoise-canceling USB HeadsetQuiet, Dedicated Home OfficeSmartphoneTagged as: remote, remote job, virtual, Virtual Job,virtual position, Work at Home, work from home
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