Customer Support Specialist
Description
Company Introduction:
FATJOE is a leading provider of on-demand SEO and digital marketing services. Founded in 2012, our company has become renowned as one of the world’s largest providers of outsourced Link-Building, SEO Services, Content Creation, Design, and Video services.
With a global reach, we collaborate with over 5,000 agencies to power their SEO and link-building efforts, content marketing campaigns and so much more. Our commitment to excellence is reflected in our exceptional track record of delivering services promptly and providing unparalleled customer support.
At FATJOE, we take pride in fostering a company culture that thrives on collaboration and trust. Our team is composed of skilled professionals who excel in their respective fields while providing support and expertise to the rest of the team. We know that our success lies in the strength of our team and the supportive environment that is the backbone of how we do business.
Join us and become a part of our dynamic, friendly team at FATJOE. Together, we will achieve new heights in the world of digital marketing and services.
About the Role
The Admin & Customer Support Specialist is responsible for efficiently managing administrative tasks that are critical to the running of our services, while also providing exceptional customer support to the clients of FATJOE.
The Admin & Customer Support Specialist plays a key role in ensuring that all our administrative operations are running smoothly and that our customers have positive experiences when dealing with our Support Team. Responsibilities generally include handling customer inquiries (via email, chat, and phone), maintaining accurate administrative and support records, and collaborating with our B2B partners. The person in this role will receive the required SEO training to help guide customers with their SEO-related inquiries. The ideal candidate should be confident, autonomous, and able to work independently, while also possessing a fast learning ability and excellent English communication skills.
General responsibilities:
The responsibilities of our Admin & Customer Support Specialist include, but are not limited to:
- Responding promptly and professionally to customer inquiries via email, chat, and phone
- Maintaining accurate and up-to-date records of customer interactions, transactions, and feedback
- Collaborating with cross-functional teams to ensure seamless delivery of services to customers
- Providing guidance and assistance to customers regarding our products, services, and processes
- Handling key administrative tasks, including data entry, filing, and document organization
- Liaising with B2B partners to coordinate service delivery and address partnership-related queries
- Staying informed about product updates, industry trends, and customer support best practices
- Striving to achieve and exceed customer satisfaction goals, based on key metrics
- Regularly conducting follow-up calls or sending follow-up emails to ensure customer inquiries are resolved to the highest standard of customer satisfaction
- Taking ownership of customer issues and committing to follow each issue through to resolution, which includes escalating complex matters when necessary
- Proactively identifying and reporting any recurring customer issues or related trends to help improve FATJOE’s overall service quality
- Contributing to the development and maintenance of a comprehensive knowledge base for our Support Team, while also drawing from the knowledge base to improve your skills
- Participating in training sessions to enhance your knowledge and understanding of our company’s products and services, as well as the SEO and digital marketing industries
- Continuously seeking opportunities to improve the efficiency and effectiveness of our customer support processes to improve the experience for our customers
Overall, the Admin & Customer Support Specialist will play a pivotal role in ensuring an easy and seamless customer experience with the use of efficient administrative management and exceptional support, contributing to the overall success and reputation of our company.
Position specifications:
The Admin & Customer Support Specialist position includes committing to the following:
- Full-time commitment while meeting our general availability for office hours (3:00 PM to 9:00 PM UK Time during training and 5:00 PM to 11:00 PM UK time after training)
- Consistently maintain a track record of logging at least 6 hours per day
- Fixed-rate monthly salary paid in USD
- Receive contractor status after signing our non-disclosure agreement
Requirements
About You
Profile:
As our Admin & Customer Support Specialist, you need to embrace a strong, innovative, and proactive approach to your work. You should demonstrate independence, reliability, transparency, and trustworthiness in every task you do. Your exceptional analytical skills should allow you to thrive under pressure while efficiently coordinating tasks with various teams and partners (whether external or internal). Being a detail-oriented and dedicated team player, you will also need excellent planning, communication, time management, and organizational abilities.
This position requires you to be able to adapt to working remotely while prioritizing availability, consistency, and a customer-centric mindset in delivering seamless support during office hours.
Key requirements:
The Admin & Customer Support Specialist position has the following key requirements:
- At least 2-3 years of customer support experience, preferably working with B2B clients in the US or the UK market
- Previous experience in a similar role within the SEO industry is highly desirable
- A pioneering, innovative, and structured approach to your work
- Must possess a compassionate approach towards clients' problems and a persistent attitude in resolving issues, ensuring exceptional customer satisfaction
- Ability to work independently as well as in a team environment
- Strong attention to detail with exceptional organizational abilities
- Familiarity with working autonomously and managing your own time independently and effectively (remote work experience is a plus)
- Must have a stable internet connection and a laptop or PC, as well as be able to attend virtual video conferences
- Excellent verbal and written communication skills in English. You must be fluent in English, although English doesn't have to be your native language
- Being open to receiving feedback and constructive criticism and improving on it, as well as giving feedback of a similar nature productively to your team
- Must be available and responsive during FatJoe office hours (which are from 3:00 PM to 9:00 PM UK Time during training and 5:00 PM to 11:00 PM UK time after training)
- Must be able to consistently work full-time