Customer Service & Administrative Assistant - Franchise Operations Support
New
Mexico. South Africa. Philippines. Kenya. India. Colombia, PST, CST, ESTFull-TimeMiddle
Salary1250 - 1500 USD per month
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Job Details
- Experience
- 3+ years
- Required Skills
- SalesforceHubSpotZendesk
Requirements
- 3+ years of experience in customer-facing or administrative support roles
- Proven ability to handle 60+ customer interactions per day for at least 6 consecutive months
- 2+ years of experience with CRM/help desk platforms (Zendesk, HubSpot, Salesforce, ServiceTitan, or similar)
- Availability to work U.S. business hours overlap (minimum 6 hours/day, 5 days/week)
- Strong performance track record: QA 90%+, CSAT 4.5/5+, or ability to pass a top-tier writing and audio assessment
- Maintain fast response times across all channels with minimal backlog
- Keep CRM/help desk systems 100% clean and updated
- Ensure zero dropped conversations, leads, or appointments
- Manage scheduling and follow-ups with accuracy and consistency
- Communicate clearly, professionally, and proactively
- Follow SOPs for escalations while using good judgment under pressure
- Show ownership, reliability, and accountability
Responsibilities
- Own All Customer Communication Channels (Inbound and outbound coverage across phone, email, SMS, and chat)
- Manage Appointments End-to-End (Scheduling, confirmations, reschedules, reminders, and light service recovery)
- Maintain CRM / Help Desk systems (Notes, tags, statuses, dispositions, and follow-up tasks)
- Provide Franchise Admin Support (Routine franchise support tasks)
- Manage Escalations (Billing issues, complaints, franchisee matters, and urgent scenarios)
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