FTA :: Sr Customer Support & Community Manager

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TYPE OF WORK

Full Time

SALARY

Php 25,000-35,000

ID PROOF

50

DATE POSTED

Jan 18, 2022

JOB OVERVIEW

Flourish & Thrive Academy helps jewelry and creative product brands launch, grow, and scale their sales from start-up to 7+ figures in annual revenue.

We are the premier online education resource for the jewelry industry by providing the best branding and business education, the best coaches, a top rated and recognized podcast, and the best industry networking opportunities.

We’re seeking a Customer Service Representative to engage with our community across all social and internal customer service CRMs. The ideal candidate is results driven, a self-starter, and LOVES talking to people, solving problems, and being of service.

The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction. If you are interested in this position, please follow the instructions at the end of this post to apply.

THIS POSITION IS PERFECT FOR YOU IF:
** You love working in a fast-paced environment and genuinely enjoy helping and serving people.
** You THRIVE working remotely in a virtual office setting.
** You are highly organized and love following projects through to completion.
** You have a unique ability to solve problems and find solutions when you have to do the research on your own.
** You LOVE learning new things - in fact you enjoy having a variety of tasks to complete throughout the day.
** You’re outgoing, empathetic, and live life with a positive attitude.
** You enjoy connecting with people, nurturing an audience, and providing insights on what resonates to do the best you can do in your job.

THIS POSITION IS NOT FOR YOU IF:
** You get frazzled easily and don’t enjoy working in a fast-paced environment.
** You don’t enjoy working remotely or can only work odd hours or nights and weekends.
** You have a hard time staying organized when task switching between job responsibilities.
** You don’t take direction well when guided
** You are unavailable to work during our business hours of 9-5 pm PST.
** You don’t have a good, strong internet connection or your own computer.
** You consider yourself shy and don’t enjoy talking to people.

JOB RESPONSIBILITIES INCLUDE:
** Answer all customer service tickets and resolve any issues in our customer service desk via email, phone (yes, on a real phone call).
** Initiate a response within 2 hours of the ticket being received in our Customer Service Technology. Close completed tickets within 72 hours of receipt.
** Resolve product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
** Recommend potential products or services to management by collecting customer information and analyzing customer needs.
** Assist our Social Media Team and Customer Service Team in other general tasks.
** Maintain customer records by updating account information as needed.
** Engage with our audience on social channels to create community and build our audience by answering comments, direct messages, and advertising inquiries.
** Attracts potential customers by answering product and service questions and suggesting information about other products and services.
** Help our Social Media Admin with our paid and free Facebook Groups by connecting to members and curating the conversations that happen in that group.

THE IDEAL CANDIDATE:
** Has a proven customer support experience or experience as a Client Service Representative
** Has a track record of over-achieving quota
** Demonstrates a solid typing WPM (ideally 45 wpm+)
** Has strong communication skills and active listening skills
** Is familiar with CRM systems and best practices
** Is Customer orientated and able to adapt/respond to different types of characters
** Has Excellent communication and presentation skills
** Ability to multitask, prioritize, and manage time effectively
** Is a team player, with a can-do attitude
** Loves creating community
** Has Strong problem solving skills
** Is confident talking about things you believe in
** Enjoys talking to people and having virtual conversations
** Enjoys being in a support role and learning new skills
** Has an investigative mindset - you’ll research until you find the solution
** Has strong follow-through skills
** Is Attentive to details
** Enjoys following and creating systems

REQUIREMENTS
** 2-3 years of experience in the call center industry
** Phone experience is a must. Must have a noise-cancelling headset.
** University/college degree is plus
** Excellent Communication Skills
** Typing Skills at lest 45 WPM

We pay 13th month and all Filipino holidays.
Work core hours will be during US business hours, 9 am - 5 pm MST Monday-Friday
This is a full time role. Salary negotiable, depending on experience.

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APPLICATION INSTRUCTIONS
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If this position is interesting to you, please apply:

1) Please send an email to cjwg@gytohbscvcykmr.utz with the Subject: I am applying for FTA :: Sr Customer Support & Community Manager

2) In the body of the email, the first sentence should be: I am applying for the FTA :: Sr Customer Support & Community Manager

3) Then, please share a couple of paragraphs describing why you'd be good for this position, and

4) Please attach your resume and portfolio (don't skip this step or we will not accept your application!).

5) Please also include your mobile phone number (we like to text). Thank you!

SKILL SUMMARY
Customer Service & Admin Support
Customer Support Community Forum Moderation
Marketing & Sales
Sales Representative
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