Customer Service Agent

About Frontier

Frontier (www.hirefrontier.com) is a New York based, fast-growing, fully-remote, 150-person company that has most of our team in India and Philippines. Here at Frontier, we help companies grow full-time, cross-functional teams abroad. We hire the smartest people, and we place them into the best companies. We got so good at it that we decided to spin out a new company to focus exclusively on that and call it Frontier.

Think of us as your personal talent agent, and good luck with the application :)

About The Client

Skylight specializes in the production of digital photo frames. These frames are designed to display digital photos in a way that is easy to manage and share with family and friends. Skylight Frame's products typically feature high-resolution screens and can be connected to the internet, allowing users to send photos directly to the frame from their smartphones or computers.

The unique value proposition of Skylight Frame is the convenience and simplicity it offers for sharing and displaying photos. Users can send new pictures to the frame through a dedicated app, email, or a web interface, making it easy for family members and friends to keep the frame updated with the latest memories.

About The Role

Frontier is looking for a dynamic, tech-savvy, client-facing Customer Support Specialist with excellent communication skills to join one of our clients, Skylight. Skylight brings delightfully simple to use digital photo frames to consumers. As a Skylight Customer Support Specialist, you will assist customers who use our Skylight Frame to provide support and troubleshooting as needed.

You will be the first point of contact with current customers and responsible for researching issues, handling complaints; and making sure every interaction, be it chat, email, or phone, ends with a customer who feels completely cared for.

Responsibilities

• Core Customer Service
• Accurately answer phone calls and emails from customers who need assistance with troubleshooting their Frames
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Meet personal/customer service team KPIs
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers
• Support the Product Team in troubleshooting by recreating the problems reported by customers
• Escalate any high priority issues to Team Leads

Personal Attributes

• Fluency in English with exceptionally clear written/verbal communication, interpersonal, and organizational skills
• Proven customer support experience or experience as a Client Service Representative
• Strong customer focus and ability to adapt/respond to different types of customers
• Track record of extremely high CSAT scores, high efficiency and consistent quality
• Ability to quickly critically think through what the customer issue is by active listening and empathizing with customer
• Familiarity with CRM systems and practices
• Ability to multi-task, prioritize, and manage time effectively

Job specific requirements

• Excellent internet for video calls
• Ability to work on the US time zones (non-negotiable)
• Excellent English, including understanding of a wide array of idioms (assessed via written, phone and video tests)
• 2 years in a Customer service role (Phone)