Customer Service Specialist
WFA Digital Insight
The rise of IoT technology has led to a surge in demand for skilled customer service specialists, with a 25% increase in job openings in the past year alone. As companies like SORACOM continue to innovate and expand globally, the need for exceptional customer support has become a key differentiator. With the remote job market booming, candidates with expertise in Salesforce and a passion for delivering outstanding customer experiences are in high demand. Before applying, candidates should be aware of the fast-paced environment and the importance of proactive problem-solving, as well as the company's commitment to diversity and employee growth.
Job Description
About the Role
As a Customer Service Specialist at SORACOM, you will play a critical role in managing and supporting customer and partner accounts. Your day-to-day responsibilities will include addressing inquiries, resolving issues, and ensuring a smooth customer experience. You will be working closely with a team of passionate individuals who are dedicated to delivering exceptional customer support and driving business growth.The role is ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and is passionate about delivering outstanding customer experiences. You will have the opportunity to work with a wide range of customers and partners, from startups to global enterprises, and contribute to the company's mission of making things happen for a world that works together.
SORACOM is committed to developing a dream team by hiring exceptional people, investing in their growth, and creating an environment where individuals and teams can do their best work. As a Customer Service Specialist, you will be an integral part of this team and will have the opportunity to make a real impact on the company's success.
What You Will Do
- Manage and assist unassigned customer accounts by addressing inquiries, resolving issues, and ensuring a smooth customer experience
- Respond to customer inquiries via email, phone, and chat, ensuring timely and professional resolutions
- Support partners with POS reports, commissions reports, and inventory reports, troubleshoot issues, and provide guidance as needed
- Communicate with the partner and sales teams to ensure information is going where it needs to for a brilliant experience
- Track, process, and follow up on invoices and payments to ensure timely collection and resolution of outstanding balances
- Provide accurate shipping information to both partners and customers, ensuring transparency in order fulfillment and compliance with legal agreements
- Coordinate logistics for conferences, trade shows, and company-hosted events, including vendor communication, travel arrangements, and on-site support for the sales and partnership teams
- Demonstrate SORACOM's leadership principles, such as customer-centric, proactive, just do it, dive deep, emotionally mature, and deliver results daily
What We Are Looking For
- 2+ years of experience in customer service or a related field
- Proficiency in Salesforce or similar CRM systems
- Excellent communication and problem-solving skills
- Ability to work collaboratively and ensure follow-through with exceptional verbal and written communication skills
- Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines
- Experience working in a fast-paced environment with quick decision-making
- Passion for delivering outstanding customer experiences and continuously learning about SORACOM's products, services, and applications
Nice to Have
- Experience working with IoT technology or in a related industry
- Familiarity with POS reports, commissions reports, and inventory reports
- Knowledge of shipping and logistics coordination
- Experience with event planning and coordination
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a rapidly growing company in the IoT industry
- Collaborative and dynamic work environment
- Professional development and growth opportunities
- Flexible working hours and remote work options
- Access to the latest technology and tools
- Recognition and reward for outstanding performance
How to Stand Out
- Make sure to highlight your experience with Salesforce and customer service in your application, as these are key skills for the role
- Be prepared to provide specific examples of times when you have gone above and beyond to deliver exceptional customer experiences
- Show your passion for IoT technology and your willingness to continuously learn and grow with the company
- Emphasize your ability to work collaboratively and prioritize tasks in a fast-paced environment
- Don't be afraid to ask questions during the interview process, such as what a typical day looks like in the role or what opportunities there are for growth and development
- Be prepared to discuss your experience with problem-solving and conflict resolution, and how you would handle difficult customer situations
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