A well-established and fast-growing eCommerce company specializing in custom trade show and display solutions is looking for dedicated, client-focused team players to join its team.
Objective
As a Virtual Client Success Associate, you will often be the first friendly voice a customer encounters. You will support our US-based Client Success Team by managing live chats, answering and filtering incoming phone calls, and capturing accurate lead information before escalating qualified inquiries to the appropriate team member.
Your work will ensure that every client feels heard and cared for, while allowing our US team to focus on closing deals and serving high-value clients with speed and excellence.
THE POSITION
- This is a adaptable position that will initially be part-time, as needed. Long term, we are looking for individuals who want to work and grow with us for 3 years or more.
- You will work in a fast-paced global environment and interact daily with US clients and teams based in the US and other countries.
- This position requires excellent English communication skills, both written and spoken.
PRIMARY RESPONSIBILITIES
First-Response Call and Live Chat Support
- Monitor and respond promptly and professionally to incoming website chats, following the company's chat playbook.
- Answer general questions about products, shipping, and order status, providing a warm and helpful first point of contact.
- Gather key information, such as contact details, product interest, required timelines, and quantities, and route qualified opportunities to the US Client Success Team.
Call Filtering and Lead Capture
- Handle and filter inbound phone calls, identifying genuine leads versus general inquiries or abandoned calls.
- Create contacts for unknown numbers and capture complete and accurate lead information in the CRM (Bitrix24), avoiding duplicate records.
- Escalate and assign qualified calls and chats to the appropriate Client Success Team member, providing clear