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
