Customer Experience Representative (Project-based) - Remote

Job Title: Customer Experience Representative

About the Client:

A global company with a portfolio of leading brands serving the tattoo, body art, permanent makeup, beauty, cosmetic, and body jewelry industries. The company provides innovative products, equipment, and solutions to artists, studios, and customers worldwide, with a strong focus on product innovation, quality, and customer service.

Overview:

The Customer Experience Representative (CXR) is responsible for delivering a high-quality customer experience by responding to customer inquiries, resolving issues, and supporting sales and retention efforts. This role serves as a key point of contact for customers, building trust through clear communication, accurate information, and timely follow-through.

Responsibilities:

Customer Interaction & Support

• Manage incoming customer calls and inquiries across multiple channels.
• Identify, assess, and respond to customer needs to achieve satisfaction.
• Provide customers with accurate information regarding products, services, and order status.
• Maintain a calm, professional, and service-oriented demeanor during all interactions.

Issue Resolution & Escalation

• Field customer questions, concerns, and complaints.
• Resolve issues within scope following established guidelines and procedures.
• Escalate complex or unresolved issues to the appropriate specialist or department.
• Ensure appropriate actions are taken to fully resolve customer problems and concerns.

Sales Support & Lead Generation

• Generate sales leads that convert into new or expanded customer relationships.
• Collect and enter orders for new or additional products or services.
• Identify opportunities to upsell or cross-sell based on customer needs.
• Consistently work toward and exceed individual performance or sales targets when applicable.

Customer Relationship Management

• Build and maintain sustainable, trust-based relationships with customer accounts.
• Maintain accurate customer records, including details of inquiries, complaints, and interactions.
• Ensure all customer interactions are documented clearly and completely in CRM systems.

Systems, Documentation & Compliance

• Accurately enter orders, updates, and customer notes into company systems.
• Follow established communication procedures, policies, and guidelines.
• Maintain data accuracy and confidentiality across all customer records.

Team Collaboration & Continuous Support

• Partner with team members and internal departments to support customer needs.
• Provide coverage and assistance to the broader Customer Experience team as needed.
• Perform other related duties as assigned to support departmental and company goals.

Qualifications:

Required Skills & Competencies

• Excellent verbal and written communication skills, including active listening.
• Strong customer service mindset with the ability to resolve customer grievances.
• Ability to remain calm and professional in high-pressure or fast-paced situations.
• Proficient computer skills, including Microsoft Office (Excel) and the ability to learn new systems.
• Strong time management, multitasking, and prioritization skills.

Qualifications & Education

• High school diploma or equivalent required.
• Proven customer support or client service experience.
• Demonstrated success in meeting or exceeding performance or sales targets.
• Strong phone handling and active listening skills.
• Familiarity with CRM systems and customer support practices.

Schedule: Night Shift

Set-up: Remote | Employment Type: Project-Based (Until December 31, 2026)

Why Join STAFFVIRTUAL?

• Competitive compensation and benefits package
  • HMO Day 1 + FREE dependent coverage
  • Allowances
  • Attendance bonus
  • Paid time offs
• Company-provided work setup (laptop, monitor, accessories)
• Training, career growth, and global exposure
• A collaborative and supportive team culture

If you're a motivated, client-focused professional who's ready to grow with a company that values people and performance, we'd love to hear from you. Apply now and join our dynamic team at STAFFVIRTUAL!