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International Customer Experience Associate

hace 2 meses

Ciudad de México, Ciudad de México Sagan A tiempo completo

Job Title: Customer Support Representative II - LATAM

Location: Remote (EST Time Zones)

Salary Range: up to 1000 USD

Work Schedule: Monday, Wednesday, and Friday, 5 PM to 1 AM and Saturday and Sunday, 9 AM to 5 PM. (EST)

Job Type: Independent Contractor

Company Overview:

Sagan is a pioneering membership community that connects top executives, founders, and CEOs with international talent from vibrant regions. We bridge the gap between global talent and US-based businesses, enabling leading American companies to discover a world of career possibilities.

Position Overview:

We are seeking a dedicated and empathetic Customer Support Representative to be the frontline of our customer experience. This role is crucial in engaging with customers, addressing inquiries, resolving issues, and ensuring a seamless and positive experience throughout the customer journey.

Key Responsibilities:

  • Customer Interaction: Respond promptly and professionally to customer inquiries via various channels.
  • Information Management: Provide accurate and helpful information regarding our digital course, processes, and policies.
  • Onboarding & Troubleshooting: Assist customers with onboarding, troubleshooting, and navigating course content.
  • Refund Management: Handle and process refund requests efficiently.
  • Collaboration: Work closely with team members to resolve customer issues and ensure smooth communication.
  • Feedback Monitoring: Monitor customer feedback and escalate recurring issues or trends to management for further action.
  • Record Keeping: Maintain detailed records of customer interactions and ensure follow-up when necessary.
  • Process Improvement: Contribute to the development and improvement of customer service processes and resources.

Qualifications:

  • Language Skills: Must speak English fluently; excellent communication skills, both written and verbal.
  • Experience: Previous experience in customer service, preferably in a digital product or eCommerce environment.
  • Technical Skills: Proficiency in customer service software such as Intercom, Kajabi, Facebook Community, Slack, Gmail, Stripe, Payfunnels.
  • Attributes: Strong problem-solving skills with a customer-first attitude, high level of empathy, patience, and a positive attitude.

Nice-to-Haves:

  • Experience with Shopify and comfortable making phone calls for further customer support.
  • Female candidates are preferred due to the nature of the community being exclusively for women.

Requirements:

Please submit your resume and intro video in English format to ensure prompt processing of your application.