Customer Service Representative (latin America) - Remote Eligible

Customer Service Representative

As a Customer Service Representative, you will play a pivotal role in ensuring exceptional customer experiences across various communication channels. Your responsibilities will include addressing customer inquiries, resolving issues promptly, and collaborating with internal teams to enhance our service delivery. You will handle desk tickets, live chat sessions, and email support while also contributing to projects aimed at improving our customer experience.

Job Responsibilities

Desk Tickets:

• Maintain comprehensive documentation in the CRM system for consistency.
• Resolve Tier 0 and Tier 1 help desk tickets efficiently and close them promptly.
• Escalate Tier 2 and 3 support tickets to appropriate service partners, ensuring clear communication with customers on resolution timelines.
• Manage and categorize SPAM tickets and emails.
• Reconcile B2C and B2B payment tickets (Stripe, AuthNet, PayPal), escalating issues to management as necessary.
• Handle Inquiry Contact Forms, providing initial assistance before transferring to the sales team.
• Manage customer cancellations and retention efforts, collaborating with relevant departments.
• Address course ratings below 4 stars, gather feedback for improvements and inform the content team.
• Process paid PayPal invoices and scholarship applications when required.

Chat Support:

• Provide timely assistance to customers via live chat, offering product information, resolving complaints, and aiding with basic troubleshooting.
• Guide customers on website navigation, subscriptions, and course recommendations.
• Transfer relevant inquiries to the Sales team and set tasks for discount/promotion requests.
• Encourage subscription upgrades and maintain high customer feedback ratings.

Email Support:

• Respond promptly and professionally to all customer emails.
• Escalate issues as needed, providing context for resolution.
• Manage email inboxes and document all correspondence in the CRM.

Additional Responsibilities:

• Assist with basic onboarding of new Training and Access clients when necessary.
• Monitor and follow up on annual subscription renewals.
• Identify sales opportunities from reports and abandoned carts, transferring leads to the Sales team.
• Contribute to special projects and attend weekly meetings.
• Proactively raise customer issues and propose solutions to management.
• Develop and uphold Customer Service procedures and standards, documenting processes for continuous improvement.
• Maintain accurate customer records across company applications.
• Draft and distribute mass emails to subscribers on relevant topics.