What are the responsibilities and job description for the Customer Service Generalist, US - PST position at Exclaimer?
Customer Service Generalist, US - PST
Department : Customer Operations
Employment Type : Permanent - Full Time
Location : US - Boston
Reporting To : Lily Blanchet
Description
Your new company
A tech scale up with Big Plans...
When you join Exclaimer you will join a global award winning SaaS provider with an exceptional revenue rate, ambitious growth plans, and an exciting work culture.
Not Heard of us ?
We provide world-class email signature solutions that let organizations of any size achieve brand consistency, legal compliance, and customer engagement on any device. Designed for Microsoft 365, Google Workplace, and Microsoft Exchange, our solutions are used by over 60,000 customers in 150 countries. Some of these customers include renowned companies such as Sony, Mattel, Bank of America, NBC, the Government of Canada, the BBC, and the Academy Awards. We have over 300 employees worldwide.
You will be responsible for processing all incoming subscription management cases to our CRM quickly & efficiently adhering to the defined processes. Equally you are responsible for maintaining the CRM system to ensure it reflects accurate client data at all times; carrying out basic administrative tasks to support the wider Sales, Customer Success & the rest of your colleagues in Exclaimer Desk and Customer Teams. This role is responsible for providing exceptional customer service support to clients by efficiently managing customer inquiries.
Key Responsibilities
Case Management :
- Respond promptly and professionally to customer inquiries received via cases
- Adhere to strict response time KPIs for all case interactions.
Billing & Subscription Management :
Renewals Processing :
Credit Control Support :
Credit Rebill Management :
CRM Data Management :
A min of 2 days in-office is expected (doing WST hours). This role will support the US - WST region.
Skills Knowledge and Expertise
Benefits
We offer you a challenging job in a growing and truly global international SaaS company with a competitive compensation structure. Ah, and you will be part of a fun and hardworking team :
Exclaimer is an equal opportunity employer and people seeking employment with us are considered without regards to race, colour, religion, national origin, age, sex, marital status, physical or mental disability, veteran status, gender identity, sexual orientation, or any other characteristic protected by law.
