临床客户经理/高级临床客户经理 - 伯明翰, AL
Customer Service Associate
支持价值数百万美元的供应链与物流团队
Fresh Prints 是一家位于纽约的定制服装初创公司。我们与有才华的学生企业家合作，并为他们提供运营资金、培训和支持，以帮助他们在学校建立业务。
客户体验专员（我们在内部称之为该职位）负责通过电子邮件、短信、聊天和电话等多种沟通渠道，为客户提供及时、准确且专业的支持。该职位专注于高效解决客户咨询，同时保持高质量的服务标准并提升整体客户体验。
绩效期望
成功的员工将：
- 一贯达到生产率和质量基准
- 在文档和沟通中表现出良好的细节关注能力
- 应用反馈以减少重复错误
- 对工单从开始到解决全程负责
- 以客户为中心做出决策
- 在安排的班次中保持可靠性和责任感
主要职责
- 及时且专业地通过电子邮件、聊天、短信和/或电话回应客户咨询
- 准确解决客户问题，同时遵守公司政策和服务标准
- 在工单和内部系统中保持详细且准确的记录
- 确保客户对话的正确归属，包括后续跟进和交接
- 达到或超越定义的绩效指标（例如：质量评估分数、响应时间、解决时间、每班次工单数量）
- 与跨职能团队（销售、运营、生产等）协作以满足客户需求
- 在所有面向客户的沟通中保持专业性和品牌标准
- 通过识别常见问题或低效环节来贡献流程改进
资格要求
- 至少1.5年客户支持、客户服务或类似面向客户的岗位经验
- 能够适应快节奏、以数据为导向的工作环境
- 强大的书面沟通能力，能够保持专业的品牌语气
技能与素质
- 强大的书面和口头沟通能力
- 注重细节和组织能力
- 解决问题和批判性思维能力
- 能够同时处理多个对话
- 基础的数据和系统导航能力（CRM、工单系统、电子表格）
- 能够独立工作
查看英文原文
Support a multi-million dollar business' supply-chain & logistics team
Fresh Prints is a New York-based custom apparel startup. We work with talented student entrepreneurs and provide the working capital, training, and support they need to build businesses at their schools.
The Customer Experience Associate (what we call the role internally) is responsible for providing timely, accurate, and professional support to customers across multiple communication channels like email, text, chat, and call. This role focuses on resolving incoming client inquiries efficiently while maintaining high-quality service standards and contributing to a positive overall customer experience.
Performance Expectations
A successful associate will:
- Consistently meet productivity and quality benchmarks
- Demonstrate strong attention to detail in documentation and communication
- Apply feedback to reduce repeat errors
- Show ownership of tickets from start to resolution
- Prioritize customer-first decision-making
- Maintain reliability and accountability during assigned shifts
Key Responsibilities
- Respond to customer inquiries via email, chat, text, and/or phone in a timely and professional manner
- Resolve customer issues accurately while adhering to company policies and service standards
- Maintain detailed and accurate documentation in tickets and internal systems
- Ensure proper ownership of customer conversations, including follow-ups and handoffs
- Meet or exceed defined performance metrics (e.g., QA score, response time, resolution time, tickets per shift)
- Collaborate with cross-functional teams (Sales, Operations, Production, etc.) to support customer needs
- Maintain professionalism and brand standards in all client-facing communication
- Contribute to process improvements by identifying recurring issues or inefficiencies
Eligibility and Qualifications
- At least 1.5 years of experience in customer support, client services, or a similar customer-facing role
- Comfortable working in a fast-paced, metrics-driven environment
- Strong written communication skills with the ability to maintain a professional brand voice
Skills and Competencies
- Strong written and verbal communication skills
- Attention to detail and organizational ability
- Problem-solving and critical thinking skills
- Ability to manage multiple conversations simultaneously
- Basic data and system navigation skills (CRM, ticketing systems, spreadsheets)
- Ability to work independently while knowing when to escalate
Job Location: Work From Home / Remote
Working Hours (after training period): 5:00 AM to 2:00 PM Philippine Time, Monday to Friday
IMPORTANT NOTE: Training period will take around 1-2 months, with the timings of 9:00 PM - 6:00 AM Philippine Time, Monday to Friday
Monthly Salary: Between $550 to $700 base (depending on experience)
At Fresh Prints, we deeply value the long-term contributions of our team. To recognize and celebrate that commitment, we offer a 2-month paid Sabbatical to eligible employees.
Fresh Prints never charges any money during the hiring process. If you’re asked to pay for a job, it’s not real.
Fresh Prints is an equal employment opportunity employer and promotes diversity; actively encouraging people of all backgrounds, ages, LGBTQ+, and those with disabilities to apply.