Company Overview

OnSpot Global is a dynamic startup company specializing in providing top-notch outsourcing solutions, with a particular focus on the logistics industry. While our core expertise lies in logistics, we are also well-equipped to cater to the diverse outsourcing needs of businesses across various sectors.

We are committed to delivering exceptional customer service and building strong relationships with our clients. Our team of experienced professionals provides tailored solutions that meet the unique requirements of each client. We are seeking a highly motivated and results-oriented Customer Service Specialist to join our team and contribute to our growth.

Position Overview

• As a Customer Service Specialist at OnSpot Global, you will be responsible for providing top-tier customer support services for our clients. This role plays a pivotal part in ensuring client satisfaction, resolving customer issues, and maintaining a positive brand image. In this position, you will have the chance to work with various clients and contribute to their success.

About the Role

• As a Customer Service Specialist, you will be the driving force behind our customers' journey with our innovative tech platform. You will own the entire customer experience from initial sales lead to successful customer conversion and beyond. This role is a dynamic blend of sales, customer support, and technical expertise. You will be responsible for nurturing leads, guiding them through their first booking, addressing inquiries, and ensuring their continued satisfaction with our services. Your ability to understand customer needs, communicate effectively, and navigate our platform will be crucial to your success.

Responsibilities:

Sales Performance:

• AAA Sales Skills is a must!
• Consistently meet and exceed individual and team sales and booking targets.
• Contribute to overall customer acquisition and revenue growth goals.

Lead Conversion:

• Actively contact qualified sales leads through various channels (phone, email, etc.).
• Conduct consultative conversations to understand their small to medium-sized business (SMB) needs and logistics challenges.
• Craft and present tailored shipping solutions using our Ship4wd platform.
• Assist customers in placing their first booking and completing online payments.

Customer Support and Retention:

• Respond promptly to inquiries from both potential and existing customers.
• Troubleshoot issues, provide technical assistance, and address concerns effectively.
• Identify upsell and cross-sell opportunities to maximize customer value.
• Manage customer complaints with a focus on resolution and satisfaction.

Platform Expertise:

• Develop a deep understanding of our Ship4wd platform, its features, and benefits.
• Stay informed about industry trends, logistics best practices, and competitor offerings.

Continuous Improvement:

• Collect and analyze customer feedback to identify areas for platform and process enhancements.
• Collaborate with product and operations teams to implement improvements.
• Proactively suggest strategies to enhance customer satisfaction and loyalty.

CRM and Systems Management:

• Utilize our CRM system to track customer interactions, manage leads, and document progress.
• Maintain accurate and up-to-date customer data within our systems.

• Strong negotiation and active listening abilities.
• 5-8 years of demonstrated success in solution or SaaS sales, pre-sales, customer service, or customer success roles within E-commerce or tech-enabled companies.
• U.S. Market Expertise: Experience and a successful track record in selling to American businesses (B2B).
• Strong sales KPI and goal-oriented mindset with a focus on achieving and exceeding targets.
• A can-do attitude, energetic and consultative approach to selling, with flexibility and creative problem-solving skills.
• High empathy, dedication to exceptional customer service, and a commitment to understanding and meeting customer needs.
• Proficiency in technology and the ability to quickly learn and adapt to new tools and platforms.
• A team player who thrives in a collaborative environment and actively contributes to team success.
• Willingness to work in alternating/rotational shifts to align with USA time zone requirements.
• Experience in the logistics/shipping industry, with a solid understanding of relevant processes and challenges.

Job Qualifications:

• Excellent verbal and written communication skills, ability to build rapport with clients, and resolve conflicts effectively. (American accent preferred).
• Demonstrate a minimum of four (4) years of BPO experience in a customer service leadership role or mid-level role, with a proven track record of driving customer satisfaction and loyalty.
• Strong ability to communicate effectively and confidently with clients, conveying ideas and thoughts clearly and persuasively.
• Deeply rooted commitment to providing exceptional customer experiences and building strong relationships with clients.
• Exceptional problem-solving and analytical skills to effectively address complex customer issues and challenges.
• Strong understanding of customer relationship management (CRM) systems, contact center technologies, and relevant industry software.
• Proven ability to collaborate effectively with teams across different departments and functions.
• Experience leading and managing organizational change initiatives.
• Proven ability to mentor and develop team members.
• Ability to work flexible shifts, including US time zones.
• Analyze chat support data to identify trends and opportunities for improvement. Develop and implement new chat support tools and processes.
• In-depth knowledge of chat supports best practices and technologies.

Cultural Fit:

• At OnSpot Global, we prioritize a unique blend of creativity, innovation, and collaboration. We seek individuals who are:

1. Passionate about our company's mission and values.
2. Entrepreneurial-minded and willing to take risks.
3. Collaborative and team oriented.
4. Adaptable and ability to handle the fast-paced and often unpredictable nature of a startup environment.
5. Maintain a positive attitude and persevere through setbacks.
6. Demonstrate the ability to bounce back from challenges and maintain a strong work ethic.
7. Embrace and adapt to rapid changes and evolving processes within a startup environment.
8. Be able to adapt to changing client needs and requirements.

Tribe Benefits

Top Notch Healthcare and Life Insurance Provider

• Regular Private Room and Board
• Maximum Benefit Limit of 150,000 per illness/per year.
• PEC is covered upon activation of the members account.
• Access to all major hospitals.
• Full dental coverage.
• 100,000 Life insurance coverage.

Paid Time Off

• OnSpot Global provides fifteen (15) paid leave to eligible employees to have the opportunity to enjoy time away from work to balance their lives. Leaves can be used to cover vacation leave, sick leave, personal leave, and bereavement leave.

Loan Facilities

• Upon becoming a regular employee, you'll have access to our flexible loan options, designed to help you navigate life's challenges with ease.

Lifestyle Benefits Access

• OnSpot offers access to various lifestyle-related perks and services.

This is a full-time remote position. If you are a motivated and customer service driven individual, please apply today. We look forward to hearing from you!