CX Specialist

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. In three years, we've never lost a client.

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

Frontier is 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

• Excellent internet for video calls
• 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)
• 1-2 years in a customer service role
• Prior experience with CRM or any customer service or ticketing software

Salary & Benefits

• Competitive annual salary between ~$7000 to $8000 (based on experience)
• Learning opportunities
• Working in a great culture