Admin & Customer Support Specialist

<p><strong>Company Introduction:</strong></p><p><em>FATJOE is a leading provider of on-demand SEO and digital marketing services. Founded in 2012, our company has become renowned as one of the world’s largest providers of outsourced Link-Building, SEO Services, Content Creation, Design, and Video services. </em></p><p><em>With a global reach, we collaborate with over 5,000 agencies to power their SEO and link-building efforts, content marketing campaigns and so much more. Our commitment to excellence is reflected in our exceptional track record of delivering services promptly and providing unparalleled customer support.</em></p><p><em>At FATJOE, we take pride in fostering a company culture that thrives on collaboration and trust. Our team is composed of skilled professionals who excel in their respective fields while providing support and expertise to the rest of the team. We know that our success lies in the strength of our team and the supportive environment that is the backbone of how we do business. </em></p><p><em>Join us and become a part of our dynamic, friendly team at FATJOE. Together, we will achieve new heights in the world of digital marketing and services.</em></p><p><strong>About the Role </strong></p><p>The Admin &amp; Customer Support Specialist is responsible for efficiently managing administrative tasks that are critical to the running of our services, while also providing exceptional customer support to the clients of FATJOE. </p><p>The Admin &amp; Customer Support Specialist plays a key role in ensuring that all our administrative operations are running smoothly and that our customers have positive experiences when dealing with our Support Team. Responsibilities generally include handling customer inquiries (via email, chat, and phone), maintaining accurate administrative and support records, and collaborating with our B2B partners. The person in this role will receive the required SEO training to help guide customers with their SEO-related inquiries. The ideal candidate should be confident, autonomous, and able to work independently, while also possessing a fast learning ability and excellent English communication skills.</p><p><strong>Mission Statement:</strong></p><p>The primary mission of our Admin &amp; Customer Support Specialist is to deliver exceptional customer support while efficiently managing administrative tasks that are critical to our operations. This will involve promptly responding to customer inquiries, maintaining accurate records, collaborating with our B2B partners, and continuously improving customer satisfaction. By excelling in both areas, this role aims to positively contribute to our company's reputation for outstanding service and streamlined operations.</p><p><strong>General responsibilities:</strong></p><p>The responsibilities of our Admin &amp; Customer Support Specialist include, but are not limited to:</p><ul> <li>Responding promptly and professionally to customer inquiries via email, chat, and phone</li> <li>Maintaining accurate and up-to-date records of customer interactions, transactions, and feedback</li> <li>Collaborating with cross-functional teams to ensure seamless delivery of services to customers</li> <li>Providing guidance and assistance to customers regarding our products, services, and processes</li> <li>Handling key administrative tasks, including data entry, filing, and document organization</li> <li>Liaising with B2B partners to coordinate service delivery and address partnership-related queries</li> <li>Staying informed about product updates, industry trends, and customer support best practices</li> <li>Striving to achieve and exceed customer satisfaction goals, based on key metrics</li> <li>Regularly conducting follow-up calls or sending follow-up emails to ensure customer inquiries are resolved to the highest standard of customer satisfaction</li> <li>Taking ownership of customer issues and committing to follow each issue through to resolution, which includes escalating complex matters when necessary</li> <li>Proactively identifying and reporting any recurring customer issues or related trends to help improve FATJOE’s overall service quality</li> <li>Contributing to the development and maintenance of a comprehensive knowledge base for our Support Team, while also drawing from the knowledge base to improve your skills</li> <li>Participating in training sessions to enhance your knowledge and understanding of our company’s products and services, as well as the SEO and digital marketing industries</li> <li>Continuously seeking opportunities to improve the efficiency and effectiveness of our customer support processes to improve the experience for our customers</li> </ul><p>Overall, the Admin &amp; Customer Support Specialist will play a pivotal role in ensuring an easy and seamless customer experience with the use of efficient administrative management and exceptional support, contributing to the overall success and reputation of our company