Admin and Customer Support Specialist

Company Introduction:

FATJOE is a leading company founded in 2012, renowned for being one of the world's largest providers of outsourced Link Building, SEO Services, Content Creation, Design, and Video services. With a global reach, we collaborate with over 5,000 agencies worldwide on link building and content marketing campaigns. Our commitment to excellence is reflected in our exceptional track record of delivering services promptly and providing unparalleled customer support.

At FATJOE, we take pride in fostering a culture that thrives on collaboration and trust. Our team is composed of great professionals who not only excel in their respective fields but also support and rely on each other's expertise. We believe that our success lies in the strength of our team and the supportive environment we create. Join us and be a part of our dynamic and friendly culture at FATJOE. Together, we strive to achieve new heights in the world of digital marketing and services.

About the Role

The Admin and Customer Support Specialist is responsible for efficiently managing administrative tasks critical to our services and providing exceptional customer support. This role reports to the Head of Business Operations.

The Admin and Customer Support Specialist plays a key role in ensuring smooth operations and positive customer experiences. Responsibilities generally include handling customer inquiries via email, chat, and phone, maintaining accurate records, and collaborating with B2B partners. Additionally, this role will receive training in SEO to guide customers with related inquiries. The ideal candidate should be confident, autonomous, and able to work independently, while also possessing a fast learning ability and excellent communication skills in English.

General responsibilities:

The responsibilities of our Admin and Customer Support Specialist include, but are not limited to:

• Respond promptly and professionally to customer inquiries via email, chat, and phone.
• Maintain accurate and up-to-date records of customer interactions, transactions, and feedback.
• Collaborate with cross-functional teams to ensure seamless delivery of services to customers.
• Provide guidance and assistance to customers regarding our products, services, and processes.
• Handle administrative tasks, including data entry, filing, and document organization.
• Liaise with B2B partners to coordinate service delivery and address partnership-related queries.
• Stay informed about product updates, industry trends, and customer support best practices.
• Strive to achieve and exceed customer satisfaction goals and metrics.
• Conduct follow-up calls or emails to ensure customer inquiries are resolved to their satisfaction.
• Take ownership of customer issues and follow through to resolution, escalating complex matters when necessary.
• Proactively identify and report any recurring customer issues or trends to improve service quality.
• Contribute to the development and maintenance of a comprehensive knowledge base for customer support.
• Participate in training sessions to enhance knowledge and understanding of company products and services.
• Continuously seek opportunities to improve efficiency and effectiveness in customer support processes.

Overall, the Admin and Customer Support Specialist will play a pivotal role in ensuring seamless customer experiences through efficient administrative management and exceptional support, contributing to the overall success and reputation of our company.

Position specifications:

The Admin and Customer Support Specialist position includes committing to the following:

• Full-time commitment while meeting our general availability for office hours (3:00PM - 9:00PM UK Time during training and 5:00PM - 11:00PM UK time after training)
• Consistently maintain a record of 6 tracked hours per day
• Fixed-rate monthly salary paid in USD
• Receive contractor status after signing our non-disclosure agreement

Requirements

Profile:

As an Admin and Customer Support Specialist, you embrace a strong, innovative, and proactive approach to your work. You demonstrate independence, reliability, transparency, and trustworthiness in your actions. Your exceptional analytical skills allow you to thrive under pressure while efficiently coordinating tasks with various teams and partners. Being detail-oriented and dedicated, you are a team player with excellent planning, communication, time management, and organizational abilities.

Adapting to remote work, you prioritize availability, consistency, and a customer-centric mindset in delivering seamless support during office hours.

Key traits for this position:

Demonstrating great attention to detail, strong communication, and analytical skills. You balance process-oriented thinking with a big-picture perspective. Thriving as a team player, you will be managing tasks with authority and remain receptive to others' input. Staying updated with industry trends fosters continuous improvement.

Key requirements:

The Admin and Customer Support Specialist position has the following key requirements:

• At least 2-3 years of customer support experience, preferably working with B2B clients in the US or the UK market
• Previous experience in a similar role within the SEO field is highly desirable
• A pioneering, innovative, and structured approach to your work
• Must have a compassionate approach towards clients' problems and a persistent attitude in resolving issues, ensuring exceptional customer satisfaction
• Ability to work independently as well as in a team environment
• Strong attention to detail and organizational abilities
• Familiarity with working autonomously and managing your own time independently and effectively (remote work experience is a plus)
• Must have a stable internet connection and a laptop or PC, as well as be able to attend virtual video conferences
• Excellent verbal and written communication skills in English. You must be fluent in English, although English doesn't have to be your native language
• Being open to receiving feedback and constructive criticism and improving on it, as well as giving feedback of a similar nature productively to your team
• Must be available and responsive during FatJoe office hours (which are from 3:00PM - 9:00PM UK Time during training and 5:00PM - 11:00PM UK time after training)
• Must be able to consistently work full-time

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