• Manage a queue of customer inquiries via inbound and outbound phone calls, email, web, social media, sms and live chat, ensuring all interactions are positive, professional, and proactive. • Identify at-risk customers, address concerns, and implement strategies to enhance engagement, satisfaction, and loyalty while reducing churn. • Accurately document customer interactions, track emerging trends, and provide insights to help improve business operations and customer experience. • Advocate for process improvements that address the evolving needs of customers contributing to a more efficient and effective support system. • Meet performance and productivity goals, complete assigned training and development projects, and embrace opportunities for growth within a fast-paced startup environment. • Provide guidance and support to both customers and team members, demonstrating patience and understanding while driving positive outcomes. • Follow up on unresolved issues, proactively check in with customers, and go the extra mile to create an outstanding experience. • Take on a variety of responsibilities, from frontline customer interactions to analyzing feedback and supporting internal initiatives, ensuring flexibility and adaptability in a fast-moving startup environment.

• Partner with internal and external stakeholders to provide general CRM system support and guidance • Create tickets in the client’s CRM for internal and external stakeholders to report and resolve issues • Submit CRM user access, including licenses and de-activation requests • Run daily fulfillment reporting including reviewing fulfillment requests, such as check approvals and handling exceptions • Create and update email and letter templates for agents • Tag and un-tag cases for legal purposes, as needed • Support the client with system testing, creating test scenarios, and troubleshooting and report on results • Troubleshoot common CRM system issues for agents and escalate to proper stakeholders as necessary • Collaborate with client and management to ensure the agent knowledgebase is up to date • Proactively monitor team performance through the creation and ongoing maintenance of reports and dashboards in consultation with management

• Driving the day-to-day Accounting (mainly AR) and month-end close activities • Providing support in the overall statutory compliance work across Europe

• Maintains a positive, empathetic, and professional attitude toward customers at all times. • Responds promptly to a high volume of ongoing and regular customer inbound emails, phone calls. • Acknowledges and resolves customer complaints. • Knows WorldatWork products inside and out. • Answers customer questions on topics pertaining to basic certification, education, webinars, membership, events, online resources, publications, and website/LMS support. • Processes orders, forms, applications, and other requests supporting our B2C customers. • Walks customers through basic troubleshooting or setup. • Refers potential business development leads to the appropriate CPS contact. • Keeps accurate records of customer interactions, transactions, comments, and complaints, as well as updates customer data in the CRM (Salesforce) and continuously gathers and documents customer feedback. • Provides support with the shipping and distribution of customer support materials, as needed. • Communicates and coordinates with colleagues as necessary. • Provides feedback on the efficiency of the customer service process. • Other duties as assigned. Experience with international support