Role Description Frogfoot is in search of a Customer Service Agent to join the Customer Experience team. This role is perfect for someone who enjoys providing exceptional customer service by showing empathy, actively listening, and offering effective solutions to customer queries. Success in this role requires excellent communication skills and a strong commitment to resolving customer issues promptly, professionally, and with a positive customer experience in mind. Key Responsibilities - Provide exceptional customer service by responding promptly and professionally to customer enquiries across phone, email, voice, and chat channels. - Maintain a positive, empathetic, and professional attitude toward customers at all times. - Acknowledge, investigate, and resolve customer complaints efficiently. - Deliver fast and effective resolutions while ensuring a smooth and supportive customer experience. - Build customer loyalty and act as a customer advocate and brand ambassador. - Inform customers about products, services, and solutions relevant to their needs. - Keep accurate records of customer interactions, queries, and complaints. - Collaborate and coordinate with colleagues and other departments to ensure customer issues are resolved effectively. - Provide feedback to help improve customer service processes and overall customer satisfaction. - Demonstrate attentiveness, empathy, and patience when serving customers, even in situations involving challenging or rude behaviour. Qualifications - Grade 12/ Matric. - Customer Service or Contact Centre certification (advantageous). - Technical or telecom-related short courses (advantageous), such as: - CompTIA A+ or N+. - Networking basics. - Fibre or ISP-related training. - Ability to learn product and service information quickly and confidently. - 1–2 years of customer service experience, preferably in a call centre, helpdesk, ISP, or telecommunications environment. - Experience dealing with customers across multiple channels (phone, email, chat, voice). - Experience handling customer complaints, escalations, or problem resolution. - Experience working in a performance-driven environment with customer satisfaction targets (e.g., CSAT, FCR). - Experience documenting customer interactions and following structured workflow processes. Skills That Will Help You Succeed - Excellent communication skills, including active listening and clear verbal and written communication. - Strong problem-solving skills with an ability to suggest effective solutions. - Service-oriented mindset with the ability to manage customer grievances professionally. - Ability to learn product and service information quickly. - Ability to stay calm, patient, and in control during challenging customer interactions. - Ability to document information accurately and follow processes consistently. - Persuasive speaking skills and the ability to use positive language to build trust. Qualities We Value at Frogfoot - A people-first attitude and genuine empathy for customers. - Strong problem-solving ability and a proactive approach. - High levels of personal and professional ethics. - Adaptability and willingness to adjust in a fast-paced environment. - Clear and confident communication skills. - Self-control, patience, and the ability to manage stressful or confrontational interactions. - Taking responsibility and ownership of customer issues from start to completion.

Role Description ¡Somos una de las mejores empresas dentro del TOP 11 del Great Place to Work y aquí fomentamos y respetamos la igualdad de género, la inclusión y la diversidad! Por crecimiento nos encontramos en la búsqueda de personas que puedan desempeñarse en el área de ventas para reconocida entidad telefónica - TRABAJO REMOTO CHICLAYO/LIMA. Qualifications - DNI vigente, mayores de 18 años. - Tener buen nivel de comunicación y capacidad de negociación. - Disponibilidad para laborar de manera REMOTA turno tarde. - Para la capacitación: contar con pc/laptop (Core i5// RAM DE 8GB) con cámara web. - Contar con internet fijo con señal estable (30 Mbps de descarga, mínimo). - Solo aplica trabajo remoto para residentes de CHICLAYO Y LIMA. Benefits - Bono de Inducción - S/40 por día asistido. - Sueldo fijo S/1130 + Comisiones. - Ingreso a planilla con todos los beneficios de ley, desde el primer mes. - Oportunidad de crecimiento profesional, a partir del tercer mes. - Programa de Beneficios (préstamos personales, licencias y mucho más). Company Description

Role Description We're looking for a Financial Operations Specialist - Refunds & Accounting to join our growing Finance team. In this role, you'll investigate refund requests, support day-to-day finance operations, and collaborate across multiple teams to ensure financial processes are handled accurately and efficiently. Work Schedule: - This role supports our US operations and follows a US-oriented schedule. - Working hours: typically 8:00 AM - 4:00 PM PST - Work week: Monday-Friday or Tuesday-Saturday, depending on the monthly schedule - Saturday coverage: shared between team members on a rotating basis - Schedule planning: prepared monthly based on workload, business priorities, and team coverage We're looking for someone who is comfortable working US business hours and can adapt to occasional schedule changes based on operational needs. Responsibilities - Review, investigate, and process refund requests in accordance with company policies, SOPs, and documentation standards. - Analyze payment history, appointment details, patient communications, provider notes, and internal records to determine refund eligibility. - Evaluate disputes, policy exceptions, and no-show cases using sound judgment and supporting evidence. - Maintain accurate documentation across CRM, refund trackers, and internal systems. - Identify opportunities to resolve patient concerns before processing refunds whenever appropriate. - Record refund-related journal entries and support day-to-day accounting activities in QuickBooks Online. - Support Accounts Payable (AP) and Accounts Receivable (AR), including invoice reviews, payment tracking, reconciliations, and financial record maintenance. - Prepare recurring and ad-hoc Excel and Google Sheets reports, trackers, reconciliations, and financial analyses. - Contribute to day-to-day finance operations and support continuous process improvements. - Collaborate with cross-functional teams to resolve operational and financial issues. Requirements - 2+ years of experience in Finance Operations, Accounting Support, Billing, Payment Operations, Refund Operations, Accounts Payable (AP), Accounts Receivable (AR), or a similar finance-related role. - Hands-on experience with QuickBooks Online or another accounting system. - Strong Excel or Google Sheets skills, including formulas (XLOOKUP/VLOOKUP, SUMIFS/COUNTIFS), Pivot Tables, filtering, and data reconciliation. - Experience reviewing financial transactions, payments, invoices, refunds, or customer accounts. - Strong analytical skills, attention to detail, and the ability to investigate cases, evaluate information, and make well-reasoned decisions. - Ability to prioritize workload, manage multiple tasks, and meet deadlines in a fast-paced environment. - Experience working with SOPs, internal policies, and process-driven workflows. - Strong written communication skills and confidence collaborating with cross-functional teams. - Advanced English (C1+) and fluent Russian. - Availability to work a US-oriented schedule (typically 8:00 AM - 4:00 PM PST). - Ability to collaborate with us under a long-term B2B contractor agreement. - A reliable personal computer, stable high-speed internet connection, and a suitable home office setup for full-time remote work. Benefits - Competitive compensation with long-term B2B collaboration. - Fully remote work with the flexibility to work from anywhere while supporting our US operations. - Health & wellbeing support - partial company reimbursement for private health insurance after the probation period, plus a monthly wellness allowance for sports and healthcare expenses. - Generous paid time off - 19 vacation days, 3 wellness days, and paid sick leave for the first 5 working days each year. - Supportive, collaborative culture where your ideas and process improvements are encouraged and valued. - Recognition of life's important moments with thoughtful gifts for birthdays, weddings, and the arrival of a child. - Team connection through regular online activities and company-sponsored offline events.

• Lead day-to-day Customer Support operations across internal teams and BPO partners in a 24/7 environment, ensuring stable service performance and strong operational discipline. • Monitor and manage operational performance across key service metrics (backlog levels, response time, resolution time, queue health), ensuring teams prioritise work effectively and service levels remain stable. • Identify operational risks early by monitoring volume trends, service signals, and operational capacity, escalating issues before they impact customer experience or operational stability. • Coordinate operational response during incidents, volume spikes, and complex escalations, ensuring structured resolution and continuity of service. • Work closely with the Head of Customer Support to align on operational priorities and trade-offs, balancing service performance, operational cost, partner constraints, and team sustainability. • Maintain strong operational visibility across the organisation, working closely with Team Leads while also building direct, trusted relationships with frontline agents. • Stay close to operational reality by regularly reviewing customer interactions and cases, analysing operational signals, and occasionally speaking directly with customers when needed to understand issues first-hand. • Develop and maintain expert-level knowledge of Customer Support processes, policies, and workflows, acting as a reference point for complex operational situations and helping teams maintain consistent operational standards. • Support operational planning and process improvement initiatives, contributing to the development of a scalable and high-performing Customer Support organisation.