Remote Customer Service Representative (CSR), Administrative Assistant & Sales Support

Location: Remote (Philippines or Latin America)

Job Type: Full-Time
About Us: We are an online school that provides specialized courses for regulated industries like insurance and finance. As we continue to grow, we are looking for a highly motivated and organized Customer Service Representative (CSR) & Administrative Assistant with sales support responsibilities. This role will involve customer support, administrative tasks, and sales interactions, providing an essential service to both current students and prospective customers.

Key Responsibilities:
• Customer Support:
o Respond to customer inquiries via live chat, email, phone, and SMS.
o Provide students with assistance regarding course enrollment, access, and support.
o Resolve issues promptly and empathetically, ensuring customer satisfaction and retention.
o Answer frequently asked questions related to courses, payment, and technical support.
• Sales Support:
o Interact with prospective customers through various communication channels (live chat, email, phone, SMS) to answer questions and provide information about courses.
o Follow up with leads and nurture them towards enrolling in courses.
o Assist in tracking leads and managing the sales pipeline, ensuring timely follow-ups and relationship-building.
o Communicate special offers, promotions, or product updates to prospective students.
• Administrative Tasks:
o Perform data entry and maintain accurate student and lead records in our CRM system.
o Assist with course registrations, product purchases, payment processing, and record-keeping.
o Handle routine administrative tasks to support the sales, marketing, and customer service teams.
o Help manage course access, update student profiles, and monitor course progress.

Requirements:
• Experience:
o Prior experience in customer service, preferably in a remote setting.
o Sales experience or a strong ability to handle sales interactions and nurture leads.
o Administrative experience, including data entry and record-keeping.
o Familiarity with the following programs (an advantage, but not required):
? Thinkific (LMS)
? Google Chrome
? Google Sheets
? Gmail
? LastPass
? Stripe
? PayPal
? Zipbooks
? Grammarly
? ChatGPT
? Loom
? Aircall
? Hiver
? HeyMarket
? Calendly
? ProtonVPN
? Confluence
? ShipBob
? Slack
• Skills:
o Strong written and verbal communication skills in English.
o Proven ability to engage with customers and prospective students, addressing their needs and guiding them towards purchasing decisions.
o Proficient in using live chat, email, phone, and SMS tools.
o High attention to detail and accuracy in administrative tasks.
o Ability to multitask, prioritize and manage time effectively.
o Tech-savvy with experience using CRMs, spreadsheets, and online communication tools.
o Accountability - ensuring that commitments are followed through, and issues are addressed promptly.
o Strong problem-solving abilities, judgement and initiative.
• Work Environment & Equipment:
o Stable internet connection and a reliable computer for remote work.
o A quiet and professional workspace for handling phone calls, customer interactions, and sales follow-ups.

Benefits:
• Competitive salary with opportunities for growth, including bonuses for meeting individual and company KPI’s, 21 days PTO, and HMO for you and your family.
• Work from home remotely.
• Ongoing training and development to help you succeed in your role.
• Be part of a growing international team with members in the Philippines, Malaysia, Thailand and Canada.
• Working hours will be between 8am – 4pm PT but there is flexibility for life and familial responsibilities like illness, taking care of loved ones, childcare, holidays, mental health breaks, etc.

How to Apply: Please include everything below in your application:
• Resume and a brief cover letter detailing your relevant experience.
• List which (if any) of the above tools and skills you have experience with.
o Outline which of your previous role(s) you used those tools.
• In the subject line (or first line) include the keyword “certified” in all caps.
• Complete the required test tasks:
o Somebody submits a contact form via our website indicating they are a student and wish to extend their course enrollment. You write a reply but your reply bounces because the email they submitted is invalid. What do you do?
o You have been given the following tasks to complete in a typical workday (8 hours). Plan how you would allocate your time throughout the day to complete all tasks. Prioritize where necessary, and include time estimates for each:
? Respond to 20 customer emails
? Complete a 30-minute teaUpgrade to see actual infoeting
? Data entry for 50 new customer records
? Follow up with 10 prospective customers by phone
? Review and update 5 knowledge base articles
? Urgently resolve a technical issue affecting course access for 3 students
o The CEO is making a business trip to Istanbul. Find 3 options for hotels that meet the following criteria & explain your research process:
? Has a gym with free weights
? Central area
? Has A/C
? Not too expensive
? Has a desk as a working space
? Has blackout blinds

Because of the volume of requests we get, we can only respond to complete applications.

We look forward to hearing from you!