CX Specialist at Fresh Prints

CX Specialist - Chat, Phone & Video - Work From Home

About Frontier

Frontier is a subsidiary of Fresh Prints. Fresh Prints is a New York based, fast-growing, fully-remote, 150-person company that has most of our team in India and Philippines. A few years ago Fresh Prints started helping other fast-growing companies build their teams. We got so good at it that we decided to spin out a new company to focus exclusively on that and call it Frontier.

Here at Frontier, we help companies grow full-time, cross-functional teams abroad. We hire the smartest people, and we place them into the best companies. We have placed over 800 hires across 50 different US based startups and high growth companies. 

If you like one of the Frontier roles, and you apply, and you’re accepted, we’ll screen you with a couple of internal interviews, and will work on getting you an interview for a full-time job within the month. Think of us as your personal talent agent, and good luck with the application :)

About The Role

We are looking for a dynamic, tech-savvy, client-facing CX Specialist with excellent communication skills to join our team.  

You will be the first point of contact with current customers and responsible for researching issues, handling complaints; making sure every interaction, be it chat, email or phone, ends with a customer who feels completely cared for.

Responsibilities

• Work with customers and solve their issues to their satisfaction
• Answer questions and resolve issues based on phone calls/email/video chats from customers
• Triage requests to appropriate staff
• Document and track contacts and resolutions for all interactions
• Educate the customer on our self-service options
• Make sure every customer feels heard

Personal attributes

• A flair for customer service along with prior experience
• Upbeat, enthusiastic, pleasant personality and attention to detail
• Excellent listening skills and energetic phone presence
• Professional, competitive, determined, and results oriented
• Flexible, open-minded, and able to deliver success despite ambiguity
• Dedicated to tracking and improving performance and efficiency on a daily basis

Job specific requirements

• 1-2 years in a customer service role
• Prior experience with CRM or any customer service or ticketing software
• Excellent internet for video calls with working computer
• Ability to work on the US time zones 
• Excellent English, including understanding of a wide array of idioms (assessed via written, phone and video tests)

Salary & Benefits

• Competitive annual salary (based on experience)  
• Learning opportunities
• Working in a great culture