Key Facts

Remote From:

Sri Lanka

Category: Customer Service / Support Representative

Full time

Senior (5-10 years)

English

Hard Skills

Customer Lifecycle Management Customer Retention Consultative Selling Profit-Based Sales Targets Conflict Resolution Customer Data Management Call Admission Control (VoIP Protocols)

Other Skills

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Problem Solving
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Professionalism
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Adaptability
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Communication
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Open Mindset
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Teamwork
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Proactivity
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Solutions Focused
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Energetic
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Empathy

Roles & Responsibilities

Background in sales and retention with a track record of driving customer loyalty and growth
Experience managing the full customer lifecycle via phone, chat, and email
Strong communication skills with a professional, empathetic tone and conflict-resolution ability
Ability to identify at-risk customers and apply problem-solving strategies to reduce churn and upsell opportunities

Requirements:

Lead customer interactions via phone, chat, and email with a professional, empathetic tone to resolve issues
Identify at-risk customers and implement problem-solving strategies to reduce churn
Analyze customer needs to upsell relevant products and services, contributing to growth targets
Document customer records to ensure a seamless and consistent customer experience

Job description

IMPACT BRANDS is a leading contributor to the health and wellness industry. With a journey from 5 to over 400 colleagues, and the expansion to a diverse family of 7+ brands (PureHealth Research, Nation Health MD, Pureance, Trumeta, PetMade, VitalPeak, Nature's Blast). We are dedicated to helping improve the lives of people all over the world.

At IMPACT BRANDS, we embrace remote work culture and cherish open-mindedness, high energy, and adaptability qualities that are essential in our dynamic environment. We prioritize the growth of every team member, regardless of their location, offering advancement from intern to leadership roles.

IMPACT BRANDS has already positively impacted the lives of 3 million people worldwide. Join us as a remote customer support agent and let’s impact billions together!

We are seeking a proactive Customer Support Agent with a background in sales and retention. In this role, you will manage the full customer lifecycle via phone, chat, and email, focusing on building loyalty and driving growth through consultative service.

Key Responsibilities

Our Treats:

Remote work. We are a fully remote organization, allowing you to work from any location.
More free time. Enjoy 15+ Working Days of Holidays to recharge and relax from work.
Internet subsidy. To ensure seamless communication and access to remote work we will assist you with an additional budget for high-speed internet.
Health and wellness budget. We value your well-being - investment in your health is not just encouraged but actively supported.
Birthday Gift. Celebrate your special day with additional time-off.
Team spirit. Enjoy regular team-building activities and engaging online events.
Professional growth. Exceptional performance is recognized and rewarded, offering opportunities for career advancement based on your contributions to our success.
Volunteering. Embrace the opportunity to dedicate 2 paid days each year towards personal growth and community impact.
Permanent contract. Enjoy stability with long-term growth opportunities.
Global flatwork culture. The chance to influence the company right from the start and foster collaboration across borders.
A whole bunch of other benefits.

Bits of your job:

Call Control & Resolution: Lead customer interactions efficiently while maintaining a professional, empathetic tone.
Retention: Identify at-risk customers and apply problem-solving strategies to reduce churn.
Sales & Upselling: Analyze customer needs to recommend relevant products and services, meeting team growth targets.
Documentation: Document customer records to ensure a seamless experience.
Conflict Resolution: Address complex service issues with a positive, solutions-oriented approach.
And other tasks