Customer Success Specialist (Romania)

Role Details

Location: Romania
Work Arrangement: Remote
Type of Support: Email and Video Calls
Contract Duration: Permanent
Training Schedule: Monday - Friday 10:00 AM - 7:00 PM
Work Schedule: Tuesday - Saturday 8:00 AM - 5:00 PM
Expected Start Date: November 20 2023

About Us

Crescendorepresents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations delivering results that scale and support that never sleeps.

More than that Crescendo is about people. We dont just connect talent with opportunitywe create a place where careers grow ideas thrive and people are empowered to make an impact.

Join us at Crescendo and lets build the future of customer experience together.

The Role

Do you like helping others The individual filling this role will be an important support team member supporting one of our largest partners as a customer chat responder and account manager within their fintech application and platform. A successful candidate will be able to demonstrate exceptional customer service skills adapt quickly to incoming customer and user inquiries and embody our commitment to deliver the support of our partners automated expense management and receipt tracking platform. This candidate will be expected to respond to incoming and existing enhanced customer chat inquiries while working collaboratively with our program leadership and partner success teams in order to offer the best service possible to our partner and their customers.

What Youll Do:

• You intercept incoming and existing chat volume by responding to customer inquiries and providing accurate satisfactory answers to their questions and concerns
• You assist your book of business ensuring ideal account set-up and advocate for product features released by the partner
• You appropriately follow policies procedures and escalation and transfer workflow to ensure an effortless resolution
• You attempt to resolve situations involving dissatisfied customers offering assistance and support
• You review research document and recommend resources in relation to chat insights to improve our partners workflows and customer experience
• You guide customers through platform troubleshooting navigating the partners site community knowledge base or ancillary tools and resources
• You maintain essential program knowledge and training requirements that are critical for our partner and their customers related to their products platform workflows tools and resources
• You review customer and user accounts providing updates and information regarding policies and procedures
• You adhere to the assigned schedule compliance (including peak/seasonal staffing requirements) and on occasion may be asked to work additional hours outside of your normal scheduled shift or participate in a shift realignment/change to accommodate program-related needs. This may include working on federally recognized holidays or providing coverage for teams in other geographies
• You consistently achieve and maintain the minimum program performance by meeting all key performance indicators and metrics within the program; the KPI Attestation Agreement is required before offer
• You perform program duties and tasks that are within your skill and expertise level as assigned by program management (i.e. new hire shadowing and nesting peer chat review recommended resource updates additional administrative support etc.)
• You regularly receive internal resource and chat review inquiries to provide timely peer-to-peer feedback and recommendations to the partner in the creation of new or updated resources
• At the discretion of your supervisor you may be selected to provide new hire training support in the form of shadowing peer-to-peer nesting feedback and review of new hire material with newer team members
• You may flex between program duties and provide ad hoc support for program-specific projects products pilots and queues; some special projects may include chat phone virtual meeting support or account management functions
  

What We Expect From You:

• Excellent written and verbal English communication skills (C2 Level required)
• Strong problem-solving and critical thinking abilities
• Highly organized accountable and dependable
• Effective time management with punctuality and schedule adherence
• Empathetic adaptable proactive and an active listener
• Comfortable working in a fast-paced dynamic environment
• Tech-savvy across web computer and mobile tools
• Passionate about delivering outstanding customer experiences
• Curious eager and committed to continuous learning
  

What Youll Get In Return:

• Remote working arrangements
• Competitive base salary
• Generous paid time off
• Comprehensive benefits package including medical dental and vision options that are applicable per country of residence for all our full-time employees
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training and professional development opportunities

Company Culture Is At Our Core

Core values give our work intention and our culture its edge. Theyre the standards we hold for ourselves our partners and each other.

• Care for others: Empathy is a key driver. When people thrive so does the mission.
• Embrace growth: Curiosity fuels progress. Take bold risks sharpen your edge go forward.
• Manifest trust: Trust is our currency. Earn it daily protect it fiercely and let it fuel whats next.
• Take ownership: Bold choices with integrity at the corethats how impact lasts.
• Be humble: Humility opens the door to better ideas. Hear others lift others keep learning.

Crescendo is proud to be an equal-opportunity workplace. We value diversity inclusion equity and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender identity Veteran status or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodationsfor qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process please contact .

PRIVACY NOTICE

Crescendo is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us you are giving us your consent to process your data and store it for potential recruitment and hiring purposes.

To understand more about Crescendos privacy program including your rights and options for managing the personal data you submit to us please visit our Privacy Center here.