Customer Experience Representative

This is a fully remote position, open to applicants in Macedonia.

📋 Description

• Provide service for Front Logix’s clients’ products and services according to their project specifications.

• Engage with clients’ customers to identify pain points and factors influencing purchase decisions, offering management suggestions for process improvements based on customer feedback.

• Manage customer interactions through calls, emails, SMS, live chat, and various other communication channels.

• Contact vendors to secure tracking numbers and input them into the client’s system.

• Reach out to vendors to verify part availability and complete sourcing forms.

• Utilize the internal knowledge base to promptly address inquiries.

• Respond to incoming client requests, providing accurate information to customers.

• Input data into the tracking system and finalize client documentation.

• Achieve personal and client service team sales targets and call-handling quotas.

• Maintain records of customer interactions, manage customer accounts, and organize documentation.

• Adhere to communication procedures, guidelines, policies, and call-handling protocols.

• Handle consumer interactions swiftly, professionally, and courteously while gathering necessary information.

• Accurately translate customer contacts from phone conversations into the computer system.

• Remain logged in and accessible for calls 97% of the shift, excluding breaks and lunch.

• Collaborate with management and colleagues to achieve company, departmental, team, and individual objectives.

• Interact with team members to boost project performance.

• Participate in special projects and undertake additional assigned responsibilities.

• Ensure the availability of all necessary tools for the role.

• Comply with company policies and procedures.

⛳️ Requirements

• Over 1 year of relevant experience in customer service or customer support (contact center or BPO experience).

• Background in customer service, outbound calls, product sourcing, purchasing, and data entry.

• Proven ability to work independently, initiate tasks, think creatively for alternative sourcing, prioritize, manage multiple tasks, and deliver results on time.

• Self-motivated individual with excellent research and time-management abilities.

• Strong oral and written communication skills to effectively engage and collaborate with clients, vendors, and upper management.

• Proficient in handling phone interactions and active listening skills.

• Skilled in email, Google Search, and communication tools.

• Familiarity with any phone system (e.g., Dialpad VOIP).

• Proactive, holistic, engaged, creative, and collaborative work approach.

• High School Diploma or equivalent qualification.

• Conversational proficiency in English.

• Ability to navigate Google search effectively.

• Capability to call and communicate with vendors.

🏝️ Benefits

• Private health insurance.

• Vacation and paid holidays.

• Wellbeing program - Sport Master.

• Complimentary beverages and snacks.

• Social events and team-building activities.

• A diverse and inclusive working environment.