Customer Support Specialist

Customer Support Specialist

Voices is the world’s #1 creative services marketplace.
We’ve helped tens of thousands of marketers, producers, instructors, and creative directors at the world’s biggest and most beloved brands find the right talent for their creative projects.
Headquartered in London, Canada, Voices matches clients with voice over, music, audio production, and translation professionals in over 160 countries.
In your role as Support Associate, your main goal is to combine your stellar customer service experience with your drive to generate recurring business, resulting in happy, loyal customers who will continue to work with Voices again and again.  You will report to the Support Manager and will be an integral part of the unbelievably awesome customer service team.
Responsibilities

• Proudly and professionally represent Voices when working with clients by providing precise explanations on all services offered.
• Establish solid rapport and maintain contact with customers.
• Review, research and approve new voice over opportunities being sent into the system by your customer base that meet our content guidelines.
• Perform follow-ups, by phone and email, to customers who have recently posted with the service to ensure Voices is everything they had hoped for, and then some.
• Answer general customer queries via telephone and email.
• Create and update customer records in Salesforce, a web-based customer relationship management (CRM) system, to ensure accurate billing and access to customer information for proper management within the Voices system.
• Once you’re comfortable with the Voices products and our processes, be willing to be a part of a cross-functional working group to ensure the problems our users are experiences are accurately represented.

Required Skills

• Extremely comfortable with calling and speaking with customers over the phone.
• Skilled in understanding customer needs and addressing their concerns appropriately.
• Knowledge of planning and scheduling techniques.
• Acutely organized  with the ability to prioritize tasks and manage time efficiently to meet customer needs promptly.
• Outstanding interpersonal and communication skills, and the ability to work effectively with a wide range of constituencies in a diverse community.
• Dependable, reliable, ambitious and driven.
• Solid experience with the Google Office Suite, including Google Docs, Sheets and/or Outlook considered a definite asset.
• Some knowledge of Salesforce or other customer relationship management application considered a definite asset.
• Personable, approachable and friendly, but with a professional edge.
• Someone who’s adaptable and welcomes new changes with optimism as we are constantly releasing features, updating, and improving the site.

Educational Requirements

• College diploma in Marketing, Communications, Business Administration or equivalent experience
• Absolutely stellar customer service skills.

Equal Employment Opportunities
Voices values diversity. We're proud to be an equal opportunity employer and consider qualified applicants without regard to race, colour, religion, sex, national origin, ancestry, age, genetic information, sexual orientation, gender identity, marital or family status, veteran status, medical condition or disability.

Accommodation
Voices is committed to providing accommodation for applicants with disabilities; please let us know if you require an accommodation during the recruitment process.
Apply Online
Interested candidates are encouraged to send their cover letter and résumé by completing the online application. By doing so, your resume is guaranteed to be reviewed.
Voices thanks all candidates in advance. Only those selected for an interview will be contacted

 

Apply