[Hiring] Customer Care Specialist @Semrush

Role Description

You will be responsible for assisting users with billing- and account-related inquiries across multiple communication channels, including phone, live chat, and email, while delivering accurate internal data for the business.

• Provide accurate and efficient support, such as resolving payment issues, processing refunds or credits, and assisting with account management queries.
• Ensure a seamless and timely customer experience.
• Work closely with multiple internal teams to handle user requests and internal inquiries to ensure customer retention and success.
• Contribute to targeted optimization projects.
• Consistently share feedback on internal processes, the user interface, and client input with the relevant teams and management.
• Adhere to internal policies and compliance standards.
• Maintain up-to-date knowledge of products, pricing plans, and internal procedures.
• Meet individual performance goals related to quality, efficiency, productivity, and customer satisfaction.
• Contribute to a positive team environment through open communication, feedback, and collaboration.

Qualifications

• Excellent Communication Skills: Strong verbal and written communication to clearly and professionally assist customers across phone, live chat, and email.
• Working hours: Ability to work from 2 PM to 10 PM CET, Monday to Friday.
• Billing & Math Proficiency: Ability to understand invoices, process payments, and resolve billing discrepancies accurately.
• Multitasking Ability: Capable of handling multiple conversations and tasks simultaneously without compromising quality or efficiency.
• Problem-Solving Skills: Quickly assess issues, identify solutions, and guide customers through resolutions with confidence.
• Attention to Detail: Ensures accuracy when processing refunds, credits, and billing adjustments to prevent errors.
• Adaptability & Quick Learning: Comfortable navigating billing systems, troubleshooting issues, and adjusting to process updates.
• Customer-Centric Mindset: Prioritizes customer needs, demonstrates patience, and maintains a positive attitude in all interactions.
• Technical Proficiency: Familiarity with CRM systems, payment processing tools, and live chat software to provide seamless support.
• Time Management: Effectively prioritizes tasks and manages workload in a fast-paced environment.

Benefits

• Unlimited PTO
• Hobby & team building budget allowance
• Employee Support Program
• Loss of family member financial aid
• Employee Resource Groups