We’re looking for a Customer Hero with at least three years of paid professional experience increasing customer happiness and retention. 

Your mission is to create genuine relationships with customers that contact us via social media and email. 

This is a remote, full-time position and you will collaborate with our team virtually primarily using (link removed), Voxer, and email.

 

As our voice on social media, you represent our company values in everything you do and say. Your responsibilities would include:

• Responding to customer questions and comments on social media via Zoho and Agora Pulse while building strong, long-lasting relationships


• Maintaining and enriching our FAQ database 


• Escalating technical or quality concerns to the relevant departments


• Synthesizing user feedback and requests into actionable insights for us to improve our offers


• Publishing ready-made posts on social media (i.e. you just copy and paste)


• Improving and creating processes to streamline our customer support efforts


• Researching and contacting potential influencers to help market our brands 


• Managing relationships with these influencers to ensure our brand’s best interest is kept front and center 

You’re proficient with the following:

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  Facebook

  
  


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  Instagram

  
  


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  (link removed) (or a similar project management tool)

  
  


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  Zoho (or a similar CRM tool)

  
  


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  Agorapulse (or a similar social media management  tool)

  
  


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  Gsuite

  
  


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  Zoom

  
  


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  Slack

  
  


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  Voxer

  
  

You’ll fulfill these standards:

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  Respond to all incoming queries within 24 hours (except for weekends)

  
  


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  Resolve open tickets in a timely matter 

  
  


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  Leave no query/comment unanswered

  
  

You’re likely a good fit for our team if:

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  You’re a people person to the bone; you exude charisma both on and off the job.

  
  


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  You’re neither exhausted, frightened or easily annoyed by people.

  
  


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  You’re enthusiastic, always learning and growing.

  
  


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  You are confident in putting forward your recommendations to help hit our business goals.

  
  


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  You have excellent coordination skills and can manage multiple projects and meet deadlines.

  
  


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  You have incredible communication skills and can articulate your ideas to customers and your fellow team members.

  
  


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  You’re reliable and keep your word; if you commit to doing something, it gets done.

  
  


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  You don’t need your handheld by a manager to get simple jobs done right or on time. You’re self-directing, detail-oriented, and usually beat deadlines.

  
  


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  You leave your ego at the virtual door; we’re all here to work towards the same goals

  
  


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  You thrive at remote working because you’re self-reliant, but you’re not a hermit by any means.

  
  


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  You maintain excellent working relationships with teammates without needing to work side-by-side in an office environment.
  
  
  
  ALL APPLICANTS MUST COMPLETE THE FOLLOWING QUESTIONNAIRE TO BE CONSIDERED. APPLICATIONS MADE WITHOUT A COMPLETE QUESTIONNAIRE WILL BE IGNORED. https://jamespfriel.wufoo.com/forms/w16alflj1s7ynag/