Required stack
필요 기술
TelemarketingSalesCRMPhone SupportCustomer ServiceTelephone HandlingCall CenterZendeskFreshdeskHubSpotDocumentationCustomer Experience
Project brief
프로젝트 내용
I need an experienced, customer-focused professional to take full ownership of our phone support line and help us boost customer loyalty. Starting as soon as possible, you will be the first voice our customers hear, so every call should feel friendly, clear, and solution-oriented.
Key expectations
• Answer inbound calls promptly, listen actively, and resolve issues on the first contact whenever possible.
• Handle complaints calmly, turning potential negatives into positive experiences that strengthen loyalty.
• Document each interaction in our CRM, maintaining accurate, detailed case notes for future reference.
• Track and report daily KPIs—first-call resolution rate, customer satisfaction score, and repeat-call percentage—so we can measure progress together.
• Collaborate with the rest of the team when an issue requires escalation, ensuring seamless follow-through until the customer is fully satisfied.
What will set you apart
• A persuasive yet empathetic phone presence that makes customers feel heard and valued.
• Proven ability to multitask while staying detail-oriented, even during peak call volumes.
• Quick, accurate decision-making that keeps average handle time low without sacrificing quality.
• Familiarity with mainstream CRM or call-center platforms (Zendesk, Freshdesk, HubSpot, or similar).
Availability & start date
I’m ready to onboard you immediately, so please outline your current availability and any time-zone constraints. Let’s create a phone experience that keeps customers coming back.
Key expectations
• Answer inbound calls promptly, listen actively, and resolve issues on the first contact whenever possible.
• Handle complaints calmly, turning potential negatives into positive experiences that strengthen loyalty.
• Document each interaction in our CRM, maintaining accurate, detailed case notes for future reference.
• Track and report daily KPIs—first-call resolution rate, customer satisfaction score, and repeat-call percentage—so we can measure progress together.
• Collaborate with the rest of the team when an issue requires escalation, ensuring seamless follow-through until the customer is fully satisfied.
What will set you apart
• A persuasive yet empathetic phone presence that makes customers feel heard and valued.
• Proven ability to multitask while staying detail-oriented, even during peak call volumes.
• Quick, accurate decision-making that keeps average handle time low without sacrificing quality.
• Familiarity with mainstream CRM or call-center platforms (Zendesk, Freshdesk, HubSpot, or similar).
Availability & start date
I’m ready to onboard you immediately, so please outline your current availability and any time-zone constraints. Let’s create a phone experience that keeps customers coming back.