Customer Service Rep [CLOSED]

Click here to watch a video by Joana from Autism Parenting Magazine:

Autism Parenting Magazine improves the quality of life for families affected by autism all around the world. They release a monthly magazine, run virtual summits and offer courses to help parents.

The company consists of a diverse team of all ages, backgrounds, faiths and locations, spread across the UK, USA, Philippines, South Africa and Eastern Europe. There are 12 full-time staff members and multiple freelancers, with everyone working completely remotely.

The company regularly organizes Zoom meetings and exciting team-building activities for team members who are dispersed worldwide. Even though they work remotely, they are closely connected and committed to creating a welcoming and fun work environment!

If you join this rapidly expanding company, you'll have the chance to take advantage of excellent career growth and learning opportunities. The ideal candidate for this position will thrive in the magazine's fast-paced environment, embracing change with a can-do attitude and a willingness to learn and grow.

So, if you're looking to be part of a passionate and dynamic team of individuals who are dedicated to advancing the magazine and their own careers, this could be the perfect opportunity for you!

Autism Parenting Magazine is looking for a Customer Service Representative who can deliver exceptional service to customers through Freshdesk while also managing social media accounts by responding to comments and messages in a prompt and professional manner.

The new team member will play a crucial role in taking the overall customer experience to new heights, enhancing the brand's online presence, and building strong customer relationships. As the company continues to grow, the new team member's contributions will be key in setting new standards for customer experience excellence. Are you up for the challenge?

In this role, you will:

• Provide outstanding customer service via Freshdesk and various other channels, including social media platforms. This will include promptly responding to customer inquiries, resolving any issues, addressing complaints, and providing accurate information about the products.
• Manage the company’s social media accounts, including curating content, scheduling posts, responding to comments and messages, and engaging with customers in a timely and professional manner.
• Perform other ad-hoc virtual assistance tasks, such as managing social media presence, entering data, and conducting email outreach.

As a new team member, you'll receive extensive training and support to help you excel in your role. This will include comprehensive onboarding and orientation, tools and systems training, in-depth product understanding, and social media management training. The company's experienced Customer Service Manager will lead the training, which will last for a month during the three-month probation period, followed by ongoing support to ensure your success.

During the first few weeks, you'll become familiar with the company's procedures and products, as well as their policy of using a time tracker (Hubstaff). You'll also receive hands-on training in using Freshdesk and other social media management tools. Additionally, you'll shadow the Customer Support Manager or experienced team members to gain a deeper understanding of the day-to-day operations of the company.

Autism Parenting Magazine is committed to helping you thrive in your role, and they'll provide you with all the tools, resources, and support you need to succeed.

This is a full-time role that requires the candidate to commit to a fixed 8-hour shift during 7 AM - 4 PM EET, 10 AM - 7 PM EET, or UK business hours. While some flexibility is available to adjust working hours if needed, the team meetings usually occur around 9-10 AM UK time, and there should be some overlap with the US time zone. The ideal candidate must possess high flexibility with their shift and schedule.

Additionally, you will be expected to work a four-hour weekend shift one or two Saturdays per month, depending on the shift rotation. However, you'll be able to take the remaining four hours on any weekday as a half-day, as long as you complete the required 40-hour work week. Please be aware that you’ll be required to use the Hubstaff time tracker for accurate monitoring and recording of working hours.

Please note that PayPal is the sole payment option available for this position.

To excel in this role, you need to have:

• 1-2 years of customer service experience, preferably in an email/chat support role, although the company is open to considering candidates without experience if they have the right attitude
• Excellent communication skills, with the ability to effectively resolve customer issues in a timely and professional manner
• Exceptional email etiquette, with a clear understanding of the importance of prompt and professional responses in customer interactions via email
• Ability to work independently, manage time effectively, and thrive in a fast-paced environment while multitasking
• Flexibility with working schedules, including weekends and holidays as required
• Access to a personal home workspace where you can work undisturbed
• A strong and stable internet connection
• Adequate computer hardware (CPU i5, i7), webcam, and software to work online. Having backup power and internet options can be beneficial but not mandatory.

Brownie points for experience with Freshdesk or similar customer service software, as well as social media management tools or other relevant technology.

The ideal candidate is not only organized and detail-oriented but also an effective communicator with strong logical thinking skills. You should be able to follow instructions, prioritize tasks, and manage time effectively while maintaining a positive attitude and team player mindset. Along with this, it’s very important to have emotional intelligence. You should also tick all the boxes of the company’s core values:

Integrity → They have strong moral principles, and do the right thing, even behind

closed doors.

Adaptable → They are flexible and responsive to change.

Reliable → They do what they say they will do and hold others accountable for doing the same.

Performance-focused → They are responsible for always achieving high levels of performance.

Customer-first → They emphasize the needs and well-being of families with autistic loved ones and internal customers in all endeavours.

What’s in it for you?

• $1100 - $1500* per month
• Full-time & fully remote
• Annual leave of 1 hour per every 16 hours worked
• Sick Leave of 1 hour for every 80 hours worked
• Regular salary reviews

*Please note that this is a gross salary and that you are responsible for any tax-related procedures in your country of residence. We kindly ask you to apply only if you are happy to work remotely as an independent contractor.

This job opening is actively seeking the perfect candidate and will close once found. To ensure your application is considered, take the time to carefully read the job description and submit a high-quality application that stands out.

The hiring process for this position will include the following steps:

1. Completing the application form on JobRack.
2. Recording a short video introduction of yourself.
3. If shortlisted, completing test tasks.
4. Attending video interviews to discuss your previous experience and the new role in more detail.

In case you are applying for a full-time role: Please note that this position requires 100% commitment and is not suitable for those seeking a side job, freelance work, or part-time employment. It is important to only apply if you intend this to be your primary and only full-time job. Any attempts to work multiple full-time jobs without the knowledge of your employer may result in termination and a ban from applying to other jobs on the JobRack site.

Applications for this position must be submitted through JobRack and direct contact with the employer is not permitted. If you have any questions, please contact JobRack at olivera@jobrack.eu

– Only candidates from Eastern Europe are eligible to apply –

To make sure you receive updates on your application please add recruitment@jobrack.eu to your email address book. Got questions about working remotely? Check out JobRack’s FAQ for answers to everything you might want to know. https://jobrack.eu/jobseeker-faq