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We are looking for a remote Customer Support Specialist / Account Manager Assistant for a dynamically growing US-based logistics company to assist our customers (businesses) with various requests when using our shipping services.

Responsibilities

Customer support: and communication: answering customers via phone or email in a timely manner, ensuring excellent customer support. Working with customers’ shipping-related requests such as creating labels, scheduling pickups, resolving disputes with carriers etc;

Debt collections: you will be sending customers Statements of account and outstanding invoices and ensure they are making timely payments. You will investigate the unclear charges for them and help them resolve disputes about their charges. You will communicate with slow payers, try to reach unresponsive customers, ask them why they have not paid past due invoices and remind them about these invoices every other 2-3 days. You will need to investigate if charges were not paid for no reason or if there are any issues that need to be resolved. You will help to resolve balance discrepancies and work with several departments to make sure customers were billed correctly. This requires patience, confidence without being too pushy, assertiveness and great communication skills - each customer has to be treated differently during this process.

Requirements

— Excellent written and spoken English without accent is a must – you will be communicating with English-speaking customers and management.

— Good communication skills, ability to anticipate customers’ wishes. We need someone who understands people easily and is able to build a unique communication strategy with each customer.

— Since the job requires working with invoices and investigating charges and if they are correctly billed to the customer, you need to be able to think logically and be able to investigate the issue to its root, finding how any billing discrepancy originated and what can be done to resolve it. You will have help of the financial and operations departments in this respect.

— Healthy confidence and assertiveness without being too pushy

— Good knowledge of email and telephone etiquette

— Stable Internet connection, home office

Working Conditions

— Working schedule: Monday to Friday, 16:00 – 00:00 Moscow time zone / 9:00AM - 5:00PM EST (US time zone), fully remote position
— Starting salary - 5.00$ / hour
— Paid VPN and other compensations
— Biweekly payments (banking transfer/PayPal/Payoneer/etc)
— Flexible schedule, days off can be granted upon request
— English-speaking environment

To apply for the job, please, be ready to record a 2-3 minute long mp3 audio file where you say a few words about your work experience and yourself - this will be used as a first stage of the interview to make sure your English meets the necessary requirements.
Contact email: anna.k@globalforwarding.com
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