Job Description

Caret is a full-service customer experience company that supports high growth companies in providing exceptional experiences to maintain customer satisfaction with their products and services. We do this by sourcing, upskilling and managing highly talented people to handle support needs for our clients. We provide five core services for our clients: (1) customer support audits, (2) customer service documentation, (3) customer support training, (4) hiring and onboarding customer support representatives, and (5) outsourced customer support services.

As part of an ongoing engagement, we are looking to hire customer success representatives for a full-time remote position. In this role, the ideal candidate will act as the first point of contact for customers with requests or complaints, and are expected to provide information and resolve issues in an exceptional way.

What we are looking for

We are looking for problem solvers who are genuinely excited about helping people get unstuck. Our ideal candidate is curious, empathetic and detail-oriented. You are a great communicator, proactive and responsive. You can troubleshoot and investigate how to address a problem, and you go beyond what customers ask for to identify what they actually need. You strive for excellence in all you do, and you understand the value of responding in a timely and efficient manner to customer requests in a way that maintains high customer satisfaction.  

Are you that somebody? Let’s know by filling this form; http://bit.ly/CaretJD

A day in this role

A typical day for you in this role looks like:

• Managing inbound email requests from customers in a prompt and professional manner

• Identifying and assessing customers’ needs to achieve satisfaction

• Escalating complex requests through appropriate channels

• Following up with customers to ensure resolution

• Occasionally calling customers to resolve issues quicker (in the event of prolonged email back and forths)

• Keeping records of customer interactions, process customer accounts and file documents

Ultimately, we are looking for people who don’t just respond quickly to requests, but solve problems to make our customers’ experience of our products better.

What you should have / be able to do

In this role, you will be dealing with at least 50 tickets everyday. These are a combination of inquiries, requests and complaints from eager, sometimes impatient and disgruntled customers. We expect you would be able to respond to these messages in a calm and welcoming manner at all times. You should also have:

• Excellent writing, speaking, comprehension and interpersonal skills

• Keen attention to details

• Empathy and patience

• Ability to be proactive, take ownership and initiative 

• A passion for building amazing products and user experiences

• Customer orientation and ability to adapt/respond to different types of personalities

• Ability to multitask, prioritize, and manage time effectively

• A working laptop that you know how to use dexterously

• Familiarity with Google Suite

• Bonus if you are familiar with tools like Zendesk (or other CRM systems and practices)

What you don’t need

A university degree or prior experience in customer support roles