Customer Support

• Deliver outstanding customer support via calls, chats and emails;
• Answer questions and help resolve customer issues, as well as keeping customers updated and ensure they receive timely responses;
• Escalate complex issues to the appropriate internal team when needed;
• Assist with basic UAT (User Acceptance Testing) activities when required;
• Build strong and lasting customer relationships;
• Keep up with evolving tools and technology;
• Handle sensitive customer data with care and security;
• Apply the latest and greatest customer happiness practices;
• Maintain deep understanding of client solutions and meet KPI;
• Communicate with developers and cross-functional specialists.

Customer Support Consultant, English C1

• Take ownership of investigating, tracking, finding solutions, and resolving technical support issues and questions, including testing solutions before deploying to production, understanding program code and error logs, and logging software bugs, in collaboration with clients, team members, vendors, and third parties around the world in various roles
• Install and configure Vista Group software remotely and onsite as part of troubleshooting and resolving issues or onboarding as needed
• Expected to collaborate across regions and departments, taking on diverse tasks and initiatives. Whether on an ad hoc basis, temporarily, or as part of a structured rotation program, you'll gain valuable experience working with different teams, expanding your skill set, and contributing to impactful projects
• Become knowledgeable of the Vista Group software and the cinema industry to effectively serve clients.
• Upskill and train clients, team members, vendors, and third parties via various methods such as creating documentation and hosting training sessions.
• Build strong relationships with clients and team members.
• Be available on bi-monthly rotation for urgent after-hours support
• Other responsibilities as assigned

Support Specialist

• Follow up on inbound and warm sales leads and convert them into confirmed sales
• Cold calling and business development
• Engage with prospective clients to understand their needs and clearly explain the services.
• Provide professional customer support to existing clients, responding to queries via email, phone, or online platforms.
• Maintain accurate records of client interactions, sales activity, and follow-ups.
• Support onboarding of new clients by ensuring all required information and documentation is completed.
• Collaborate with internal consultants to ensure smooth handovers and ongoing client satisfaction.
• Assist with basic administrative tasks related to sales and customer support as required.

Sales and Customer Support Agent

• Lead and manage the customer support team, ensuring high performance and service quality
• Handle phone, email, and chat support inquiries
• Create, document, and optimize SOPs for customer support processes
• Recommend and improve the customer support tech stack (e.g., Gorgias, Shopify, and other tools)
• Ensure timely, empathetic, and high-quality responses to customers
• Multitask effectively while maintaining attention to detail
• Work closely with cross-functional teams to improve customer experience

Customer Support Lead

• Monitor and manage the founder's email inbox; triage and prioritise daily action items
• Draft email responses and compile a daily review list for founder approval before sending
• Monitor the wholesale inbox and draft outreach/responses for wholesale leads and partnerships
• Manage calendar, schedule calls, and coordinate follow-ups
• Help keep the founder organised, focused, and ahead of deadlines
• Handle customer enquiries via email, SMS, and any live channels within defined SLAs
• Use Shopify Admin to investigate orders, fulfillment statuses, and customer history
• Resolve issues with empathy, speed, and brand-aligned communication
• Coordinate with store teams and fulfillment to close cases end-to-end
• Maintain and update macros, FAQs, and lightweight SOPs
• Identify recurring issues and flag them with suggested fixes
• Provide a daily summary of volume, themes, and escalations

Executive Assistant – Customer Experience Specialist

• Handle a high volume of inbound customer calls throughout the day
• Conduct outbound follow-up calls and customer callbacks as needed
• Enter customer information and updates accurately into internal systems
• Document customer conversations and maintain detailed notes
• Address customer questions, concerns, and service issues professionally
• Assist customers with order-related requests and product changes where appropriate
• Deliver a positive customer experience while maintaining efficiency
• Redirect conversations naturally and keep interactions focused on customer needs

Customer Service Representative - Home Products

• Be the calm, capable voice on the other end of every freight call.
• Keep customers updated, coordinate with drivers and dispatch, and make sure every load is tracked, communicated, and on time.
• Handle quote and booking requests, real-time tracking updates, delivery ETAs, and service issues.
• Work inside a Transportation Management System (TMS), coordinate with drivers and internal operations, and support the brokerage team.

Executive Assistant, Customer Care Focus

• Answer incoming phone calls promptly and professionally
• Make outbound calls to clients, internal teams, and departments
• Efficiently manage a high volume of calls and email correspondence
• Coordinate and schedule field events, including appointments with technicians, clients, and homeowners
• Deliver exceptional customer service while maintaining strong client relationships
• Utilize professional de-escalation techniques to resolve complex client issues
• Accurately enter project notes, client communications, and data into internal systems
• Prepare and obtain necessary work authorizations and documentation
• Organize files and perform additional administrative tasks as needed
• Coordinate meetings, track action items, and follow up with stakeholders
• Monitor project timelines and assist in removing roadblocks for clients and internal teams
• Quickly learn and adapt to new software platforms and CRM systems

Customer Service Representative, PC Department

• Provide exceptional customer service by managing inquiries via phone, email, and chat in a timely and professional manner.
• Perform general administrative duties including scheduling, data entry, and document management.
• Maintain organized records and files to ensure efficient operations.
• Coordinate communication between clients, vendors, and internal teams to facilitate smooth workflows.
• Assist with resolving customer issues and escalating them when necessary.
• Support daily operational tasks to improve process efficiency and client satisfaction.

Admin, Customer Service

• Provide technical support to customers using the platform
• Troubleshoot and resolve platform-related issues
• Assist customers with navigating and understanding system functionality
• Escalate more advanced technical issues where necessary
• Help maintain high customer retention and satisfaction
• Assist in building support documentation and knowledge bases
• Work alongside AI support tools and support automation systems
• Identify recurring customer issues and suggest process improvements

Customer Support and Success Assistant, Part-Time

Customer Support & Success Assistant, Part-Time

• Respond to customer inquiries via phone, email, live chat, or other communication channels
• Provide accurate information regarding products, services, company policies, and processes
• Resolve customer concerns and complaints in a timely and professional manner
• Process orders, returns, refunds, or account updates as needed
• Escalate complex issues to the appropriate departments when necessary
• Maintain detailed and accurate records of customer interactions in CRM systems
• Follow up with customers to ensure issues are fully resolved and satisfaction is achieved
• Collaborate with internal teams to improve customer experience and service quality
• Identify customer needs and recommend appropriate products or services when applicable
• Collect customer feedback and help identify opportunities for process improvements

Customer Service Representative

• Answer all incoming calls in a professional, friendly, and polished manner.
• Use a provided decision tree and extension list to identify the caller’s needs and route calls.
• Take detailed messages when the appropriate contact is unavailable and ensure timely follow-up.
• Manage periods of higher call volume while maintaining a calm, courteous demeanor.
• Provide basic information to callers based on FAQs, scripts, and reference documents.
• Maintain a high level of customer care in all interactions, representing a premium, high-end brand.
• Capture and update caller information and call details into a CRM or project management system.
• Assist with simple spreadsheets and data entry.
• Suggest improvements to scripts or workflows where appropriate.
• Keep internal documentation accurate and up to date.

Receptionist – Customer Support Assistant

• Customer Support plays a crucial role in our business by providing high-quality assistance and resolving client queries through excellent communication skills
• Support hoteliers by providing professional, personalised responses to their queries on all contact channels
• Deliver world-class customer experience by listening to hoteliers and being responsive to their needs, as well as going the extra mile to pre-empt future needs
• Assess queries and, where necessary, escalate to internal teams via pre-defined processes and channels and follow up to ensure resolution
• Acknowledge hotelier dissatisfaction and demonstrate extreme care when engaging with them, with a goal to retain dissatisfied customers and turn them into promoters
• Manage and maintain your own productivity, attendance, and adherence to work schedule in line with customer support hours

Customer Support Consultant, Dutch Speaking

• Manage and support the end-to-end customer experience strategy across all touchpoints
• Handle customer feedback programmes, NPS tracking, and service improvement initiatives
• Communicate effectively with internal teams and external stakeholders across time zones
• Maintain accurate records of customer satisfaction data, journey maps, and CX project documentation
• Use relevant tools such as CRM platforms, survey tools, and customer analytics dashboards
• Support the wider team with cross-functional CX projects, training, and customer advocacy programmes
• Identify opportunities to reduce friction, increase loyalty, and improve overall customer satisfaction

Customer Experience Manager

• Responsible for customer interactions that result in resolved technical, billing and account queries.
• Identify and understand customer needs.
• Provide solutions to technical and account management queries.
• Resolved customers’ queries, and complaints and manage objections effectively to increase customer satisfaction.
• Deliver exceptional service to customers in all interactions.
• Diligently execute escalations beyond 1st line support.
• Record accurate summaries of customer interactions in the company business system.
• Utilise all available tools and resources to resolve customer queries completely.

Customer Service Representative – Billing, Technical

• Serve as the primary point of contact for our US-based client.
• Diagnose and resolve platform and kiosk-related issues.
• Manage user accounts and ensure a smooth experience for facilities.
• Handle inbound queries and troubleshoot technical issues.
• Take full ownership of the customer support function.
• Assist with onboarding of new clients to the platform.
• Guide facility staff through platform features for successful adoption.

Customer Support Specialist, US Healthcare – EST Hours

• Provide real-time support via live chat, email, and phone, resolving technical and sales queries efficiently.
• Attend to and log all telephonic, email, and chat queries on the CRM system.
• Enforce Clickatell’s rules, policies and terms of use relating to client transactions and behavior.
• Assist customers with queries relating to payments, support and general queries.
• Complete administrative tasks related to service.
• Achieve agreed set goals and company- wide objectives.
• Meet productivity and performance targets as determined by individual contract.
• Quality targets met as per email, telephonic and chat monitoring quality assessment processes, and standards.
• Accurately categorise cases for Business Intelligence reporting.
• Compile Daily Handover reports.
• Participate in product testing.

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