Customer Support Specialist – Calls, Chats, Tickets

This is a fully remote position, open to applicants in Italy, +1 more country.

📋 Description

• Deliver inbound and outbound support via phone, ticketing system, and chat for a cosmetic dental company.

• Guide customers through what to anticipate upon receiving their product.

• Clarify product usage and assist customers with subsequent steps.

• Address basic inquiries regarding the product and the associated process.

• Alleviate confusion or hesitation and encourage customers to proceed confidently.

• Clearly and accessibly illustrate key product advantages.

• Create an engaging, confident, and reassuring initial impression.

• Precisely document call outcomes and escalate issues or concerns for further attention.

• Follow up on calls that did not connect successfully and re-engage with customers as necessary.

• Provide assistance through phone, tickets, and chat.

⛳️ Requirements

• Proficient in English at an advanced level (C1-C2).

• Possess a confident and empathetic telephone demeanor.

• Capable of articulating processes clearly and concisely to first-time users.

• Maintain a customer-centric approach with a supportive and reassuring tone.

• Dependable and able to adhere to a consistent schedule.

• Previous experience in outbound calling or call centers is advantageous.

• Familiarity with CRM or call management systems is preferred.

• Comfortable managing upset or frustrated customers with professionalism.

• Strong attention to detail with the ability to document customer interactions accurately.

• Self-schedule a minimum of 20 hours per week.

• Availability on Saturdays is mandatory.

• Must have a dedicated laptop or desktop computer operating on Windows 11 or macOS Tahoe.

• A stable broadband internet connection with a minimum download speed of 40 Mbps is required.

• At least 8 GB of RAM is necessary.

• Capability to install required security software and a 2FA authentication app on a mobile device is essential.

• Access to a webcam or smartphone that can capture clear photographs is needed.

• A quality headset equipped with a noise-canceling microphone is required.

• A quiet, dedicated workspace suitable for phone-based customer support is essential.

• A Chromebook is insufficient for ModSquad projects.

🏝️ Benefits

• Set your own schedule for working hours.

• Work from the comfort of your home.

• Choose the projects that interest you.

• Gain experience working with prominent global brands.

• Access projects that support over 50 languages across more than 90 countries.