Social Media Csr
4 days ago
**About Frontier**
Frontier is a subsidiary of Fresh Prints. Fresh Prints is a New York based, fast-growing, fully-remote, 200-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.
**About The Role**
Frontier is looking for a dynamic, tech-savvy, client-facing Customer Support Specialist with excellent communication skills to join one of our clients, Skylight. Skylight brings delightfully simple to use digital photo frames to consumers. As a Skylight Customer Support Specialist, you will assist customers who use our Skylight Frame to provide support and troubleshooting as needed.
**Responsibilities**
- Core Customer Service on Facebook and Instagram
- Identify and assess customers' needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Meet personal/customer service team KPIs
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Follow communication procedures, guidelines and policies
- Take the extra mile to engage customers
- Support the Product Team in troubleshooting by recreating the problems reported by customers
- Escalate any high priority issues to Team Leads
**Personal attributes**
- Fluency in English with exceptionally clear written/verbal communication, interpersonal, and organizational skills
- Proven customer support experience on social media or experience as a Client Service Representative on Facebook and Instagram
- Strong customer focus and ability to adapt/respond to different types of customers
- Track record of extremely high CSAT scores, high efficiency and consistent quality
- Ability to quickly critically think through what the customer issue is by active listening and empathizing with customer
- Familiarity with CRM systems and practices
- Ability to multitask, prioritize, and manage time effectively
**Job specific requirements**
- Excellent internet for video calls
- Has a working device with video call facility
- Ability to work on the US time zones (non-negotiable)
- 1-2 years in a social media customer service role
**Salary & Benefits**
- Competitive annual salary between ~$7000 to $7500 (based on experience)
- Learning opportunities
- Working in a great culture
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