Customer Email Support

We're looking for a couple of team players to join our tiny but growing customer support/success team.

We're a social media marketing company that helps build our clients' presence on Instagram. If you know the ins and outs of the platform, are friendly, client-centered, and a team player you'd be the perfect candidate!

Job Duties and Responsibilities:

Answer customer emails on product problems, billing issues, questions on service, and general client concerns.
Excellent customer care and focus is important - the ability to assess customers’ needs and provide the correct answer, path, troubleshooting, or method for a positive customer experience.
Able to think fast, memorize and recall, research answers, and respond quickly to customer issues, all with a polite, empathic, and relaxed but professional voice and manner.
Responsible for maintaining a high level of professionalism with clients while working to establish a relationship between client and the company.
Update customer information on several systems that we use after each email while striving to meet and go above personal and team targets, goals, and quotas.
Impact the company's bottom line by problem solving and turning frustrated/churning clients into happy ones. Knowing how to retain clients, up-sell and/or churn-save.

Job requirements:

College degree or equivalent (nice to have but not necessarily needed)
At least 1 year previous experience in customer support, client services, sales, or any related field
Proficiency in the English language
Excellent at being able to communicate through emails
Basic computer skills and experience with tracking and recording call information, filing documents or updating customer profiles/accounts. Knowledge of Zendesk Sell is a plus.
Able to concentrate on multiple problems at once
Excellent time management and prioritization skills
Ability to understand emails and answer them accordingly
Customer-focused for positive customer experience and resolution
Having worked graveyard shift the last 6 months is a plus!

During the training period, we will need you to work from 7:00 AM PST to 3:00 PM PST. That is 10:00 PM to 6:00 AM Manila time. We also need our team members to have a fast and reliable internet connection connected to a reliable and quick laptop/computer. Having a back-up pocket wi-fi is a plus!

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