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Part-Time Customer Success Concierge for LTVplus

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LTVplus

1mo ago

  • Job
    Full-time
    Junior, Mid & Senior Level
  • Customer Relations
    Sales & Business Development
  • Manila
    Remote

AI generated summary

  • You must have customer service experience across various channels, strong typing (65+ WPM), upselling skills, problem-solving ability, organizational skills, and remote work proficiency.
  • You will proactively reach out to customers via SMS and email, assist with orders, address concerns, gather feedback, troubleshoot issues, and collaborate on strategies to enhance customer engagement.

Requirements

  • You have proven experience in customer service, excelling in handling inquiries via email, live chat, WhatsApp, SMS, voice, and social media.
  • You are a strong typist, exceeding 65 words per minute, and can efficiently navigate multiple screens.
  • You have a deep understanding of upselling strategies and customer retention techniques.
  • You thrive in a fastpaced environment, learning quickly and adapting to changing processes with ease.
  • You possess strong problemsolving skills, tackling complex scenarios with creative solutions and empathy.
  • You are highly organized, with excellent time management and attention to detail.
  • You have experience working remotely and collaborating effectively with a team.
  • You maintain professionalism and composure under pressure, even when handling dissatisfied or angry customers.
  • Proven experience in customer service, handling various communication channels.
  • Strong typing skills (65+ WPM) with excellent multitasking abilities.
  • Proficiency with Shopify, Recharge, and Google Suite (preferred but not required).
  • Strong communication skills with a focus on empathy, clarity, and professionalism.
  • Ability to upsell products and implement retention strategies successfully.
  • Exceptional organization, time management, and attention to detail.
  • Experience working remotely and using collaboration tools like Slack.

Responsibilities

  • Increase customer lifetime value by improving retention through proactive outreach.
  • Reach out to customers via SMS (and occasionally email) to ensure a seamless experience.
  • Engage in conversations about upcoming orders, assisting with pricing inquiries, subscription modifications, and general support.
  • Prevent churn by providing exceptional service and addressing customer concerns effectively.
  • Gather and document customer feedback on churn reasons to improve processes.
  • Assist customers with navigating ecommerce platforms like Shopify and Recharge.
  • Troubleshoot minor technical issues and escalate as needed.
  • Stay updated on product offerings and company policies to provide accurate information.
  • Work closely with the team coach and Customer Success Manager to strategize and optimize processes for better results.
  • Keep track of key success metrics and contribute insights to enhance customer engagement strategies.

FAQs

What is the job title for this position?

The job title is Part-Time Customer Success Concierge.

What are the primary communication channels used for customer interactions?

The primary communication channels include email, live chat, WhatsApp, SMS, voice, and social media.

Is typing speed important for this role?

Yes, a typing speed of 65 words per minute or more is required for this position.

What skills are necessary for customer retention and upselling?

A deep understanding of upselling strategies and customer retention techniques is necessary for this role.

Do I need previous experience working remotely?

Yes, experience working remotely and collaborating effectively with a team is preferred.

What type of technical support will I provide?

You will assist customers with navigating e-commerce platforms like Shopify and Recharge, troubleshoot minor technical issues, and escalate as needed.

Will I be required to gather customer feedback?

Yes, gathering and documenting customer feedback on churn reasons is part of the responsibilities to help improve processes.

What are the working conditions regarding time zones?

The position supports US time zones.

Are there specific tools that are preferred for this position?

Proficiency with Shopify, Recharge, and Google Suite is preferred, but not required.

Will I be part of a team, and how will I collaborate?

Yes, you will work closely with the team coach and Customer Success Manager to strategize and optimize processes. Collaboration tools like Slack may be used.

What are the employment conditions for this job?

This is a part-time position within the Customer Success department located in the Philippines, Metro Manila, or Manila.

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LTVplus

Ridding the World of Bad Customer Experiences

Consulting
Industry
201-500
Employees

Mission & Purpose

Imagine a world where your eCommerce business has outstanding customer support around the clock, capable of handling any volume of requests, even during peak seasons. That world is now a reality with LTVplus, your trusted customer service outsourcing partner. In a competitive landscape where your in-house team or AI automation might fall short, LTVplus offers a game-changing solution. Our world-class dedicated customer support agents flawlessly integrate with your business, providing multilingual and multichannel support through phone, email, and chat, 24/7. We are LTVplus, a company committed to helping eCommerce brands, SaaS, educational businesses, and more like yours increase Customer Lifetime Value. We build, train, and manage agents from all over the world to give your business the right people, skills, and languages for success. Our unique value proposition is simple: low-cost, high-quality customer support that grows with your business. But don't just take our word for it. Amanda Moore, Business Development Manager at TekReplay, says, 'LTVplus has been one of the best decisions that TekReplay has made for our customer service department. LTVplus handles all of our incoming calls and emails professionally and accurately. We build, train, and manage dedicated teams of live chat agents, customer support agents, and payment recovery specialists. LTVplus takes away the hassle of live chat, email, social media, voice, and SMS support management. As a result, you can focus on your business objectives and goals while our customer support system runs in the background seamlessly. Book a call with us today, and let's start deploying your world-class customer support team ASAP. Together, we will unlock your business's true potential.