Customer Support Specialist

3 weeks ago

Cape Town, Western Cape, South Africa Sagan Full time
Customer Support Representative I

Job Title: Customer Support Representative I
Location: Remote (EST Time Zones)
Salary Range: up to 1000 USD

Work Schedule: Monday to Friday 09:00 AM to 05:00 PM (EST)

NOTE: INDEPENDENT CONTRACTOR POSITION

Company Overview:

Sagan is an exclusive membership community for top executives, founders, and CEOs seeking to hire and maximize the impact of international talent. We bridge the gap between global talent and US-based businesses, connecting candidates from vibrant regions like Latin America, the Philippines, India, Pakistan, Bangladesh, and Africa with leading American companies. Discover a world of career possibilities with Sagan.

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. The ideal candidate will possess strong communication skills, a problem-solving attitude, and the ability to manage multiple tasks in a fast-paced environment.

Key Responsibilities:
  • Customer Interaction: Respond promptly (within 10 minutes) and professionally to customer inquiries via Intercom.io.
  • 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.

Please note: To ensure prompt processing of your application, we kindly request that you submit your resume and intro video in English format.

Remote Work: No

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