Customer Support – Voice

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Outsourcey

Site WebLinkedInTous les Emplois

201 - 500 employés

Fondée en 2024

🤝 B2B

🛍️ eCommerce

B2B • eCommerce • IT outsourcing

Outsourcey est une agence de personnel à distance de premier plan, spécialisée dans la mise en relation des entreprises avec des talents offshore qualifiés. Elle simplifie le processus d'externalisation pour des entreprises allant des startups aux entreprises Fortune 500, offrant des solutions de personnel flexibles sans contrats à long terme ni frais d'installation. En tirant parti d'un vaste réseau de professionnels qualifiés, Outsourcey aide ses clients à réduire les coûts opérationnels tout en améliorant l'efficacité et la capacité d'adaptation, garantissant que les entreprises peuvent répondre efficacement à leurs besoins de projets à travers diverses industries.

Description

• Manage inbound and outbound calls, texts, and messages with homeowners, providing clear, professional support for service inquiries, scheduling, and updates while maintaining a strong, neutral or American-accented communication style • Build and manage daily job schedules, assign technicians efficiently, and coordinate routes to maximize productivity across service areas while ensuring timely arrivals • Proactively notify customers ahead of appointments with arrival windows, confirmations, and real-time updates to improve customer experience and reduce no-shows • Accurately input, update, and manage all leads from multiple sources (calls, messages, inquiries) within the CRM, ensuring complete visibility of pipeline and job status • Handle day-to-day administrative workflows including job tracking, technician coordination, and maintaining organized records to support a smooth-running service operation • Handle client concerns, service questions, and post-job follow-ups with a focus on retention, satisfaction, and long-term relationship management

🎯 Exigences

• Minimum 3-5 years of experience in customer support, dispatch, office administration, or service-based operations (home services industry experience preferred) • Strong spoken and written English with a clear, neutral or American-accented voice suitable for direct client interaction and phone-based support • Proven ability to manage technician schedules, coordinate service routes, and handle real-time adjustments in a fast-paced service environment • Hands-on experience working within CRM systems, including lead entry, pipeline management, and maintaining accurate customer data across multiple input channels • Ability to confidently handle client concerns, resolve issues, and maintain strong customer relationships to support repeat business and positive reviews • Highly organized, proactive, and capable of managing office and dispatch responsibilities independently without becoming a bottleneck in daily operations.

🏖️ Avantages

• Competitive salary • Opportunity to shape the HR function of a rapidly growing BPO. • Work closely with a team of industry leaders who have successfully scaled BPOs in the past. • Career growth and development opportunities.