Customer Service & Administrative Assistant
New
J
JobgetherFranchise operations
Work from home from Brazil, Availability to work during overlapping US business hours, with a minimum of 6 hours per day, 5 days per week. Monday to Friday, 9:00 AM to 6:00 PM, aligned with the relevant US time zone (PST, CST, or EST).Full-TimeMiddle
Salary1,250 - 1,500 USD per month
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Job Details
- Experience
- At least 3 years of professional experience in customer service, customer support, administrative assistance, or another customer-facing operational role; at least 2 years of hands-on experience using CRM or help desk platforms.
- Required Skills
- SalesforceCustomer serviceHubSpotZendeskCustomer support
Requirements
- At least 3 years of professional experience in customer service, customer support, administrative assistance, or another customer-facing operational role.
- Ability to manage 60 or more customer interactions per day for at least six consecutive months while maintaining service quality and accuracy.
- At least 2 years of hands-on experience using CRM or help desk platforms such as Zendesk, HubSpot, Salesforce, ServiceTitan, or similar systems.
- Ability to manage phone calls, emails, SMS, and live chat simultaneously.
- Strong appointment scheduling and administrative coordination skills, with attention to detail and follow-through.
- Experience maintaining accurate CRM records, managing follow-up activities, and organizing customer information.
- Strong customer service performance, ideally shown through QA scores of 90% or higher and/or CSAT ratings of 4.5/5 or above; alternatively, ability to complete a written communication and audio assessment.
- Strong written and verbal communication skills, with the ability to communicate clearly, professionally, and empathetically.
- Organizational and time-management abilities to prioritize tasks and manage high workloads without compromising quality.
- Problem-solving skills and ability to handle complaints, escalations, and time-sensitive situations calmly.
- Ownership, reliability, accountability, and independence in daily execution; ability to follow procedures and apply judgment to complex customer situations.
- Availability during overlapping US business hours, for at least 6 hours per day, 5 days per week.
- Professional home office setup and reliable internet connection.
- Willingness to submit an introductory video as part of the recruitment process.
Responsibilities
- Manage inbound and outbound customer communications across phone, email, SMS, and live chat.
- Handle high daily interaction volumes while maintaining service quality and timely responses.
- Schedule, confirm, reschedule, and follow up on appointments.
- Manage customer inquiries and service requests, escalating issues when necessary.
- Maintain accurate CRM and help desk records, including notes, tags, statuses, dispositions, and follow-up tasks.
- Monitor leads, customer conversations, pending requests, appointments, and administrative tasks.
- Provide routine administrative support to franchise owners and location managers.
- Handle escalations involving billing questions, customer complaints, franchise matters, and urgent operational situations.
- Follow standard operating procedures and escalation guidelines while applying judgment to unexpected situations.
- Contribute to improvements in customer service processes, administrative organization, and communication efficiency.
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