Factorial

Customer Service Specialist

Factorial

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • You will respond to incoming customer messages via chat, phone calls, email and WhatsApp in a professional and courteous manner.
  • You will provide satisfactory solutions to customer inquiries, concerns, or issues.
  • You will create and follow up on tickets to ensure proper handling of customer requests.
  • You will escalate requests with courier partners to address customer requirements.
  • You will keep customer follow-up records up to date, including customer contact information, pickup tracking and open tickets.
  • You must have a thorough understanding of the customer’s current situation, primary couriers, rates, tickets and integrations they have used in order to provide service or resolve their issue.
  • You will develop strategies and solutions to address problems and incidents presented.
  • You will maintain regular communication with the Marketing, IT, Sales and Accounting departments to ensure clear communication and resolution of customer issues.

Requirements

  • Technical/technologist degree and/or professional degree in administration, logistics, customer service or related fields.
  • Experience in customer support via chat, phone and ticket management.
  • Strong communication skills, active listening and problem-solving abilities.
  • Good spelling, grammar, writing and syntax.
  • Proficiency in Microsoft Office.
Benefits
  • Base salary + performance-based bonuses
  • Paid training
  • Opportunities for development, growth and a career path.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
ticket managementcustomer supportproblem-solvingactive listeningcommunication skillsadministrationlogistics
Soft Skills
professionalismcourtesywriting skillsgrammarsyntax
Certifications
technical degreeprofessional degree