BPO Account Support Specialist

Role Details

Location: Romania
Work Arrangement: Remote
Type of Support: Email and Video Calls
Contract Duration: Permanent
Training Schedule: Monday - Friday 10:00 AM - 7:00 PM
Work Schedule: Tuesday - Saturday 8:00 AM - 5:00 PM
Expected Start Date: November 20, 2023
 

About Us

Crescendo represents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations, delivering results that scale and support that never sleeps.

More than that, Crescendo is about people. We don't just connect talent with opportunity—we create a place where careers grow, ideas thrive, and people are empowered to make an impact.

Join us at Crescendo, and let's build the future of customer experience together.
 

The Role

Do you like helping others? The individual filling this role will be an important support team member, supporting one of our largest partners as a customer chat responder and account manager within their fintech application and platform. A successful candidate will be able to demonstrate exceptional customer service skills, adapt quickly to incoming customer and user inquiries, and embody our commitment to deliver the support of our partner's automated expense management and receipt tracking platform. This candidate will be expected to respond to incoming and existing enhanced customer chat inquiries while working collaboratively with our program leadership and partner success teams in order to offer the best service possible to our partner and their customers.
 

What You'll Do:

• Intercept incoming and existing chat volume by responding to customer inquiries and providing accurate, satisfactory answers to their questions and concerns
• Assist your book of business, ensuring ideal account set-up, and advocate for product features released by the partner
• Appropriately follow policies, procedures, and escalation and transfer workflow to ensure an effortless resolution
• Attempt to resolve situations involving dissatisfied customers, offering assistance and support
• Review, research, document, and recommend resources in relation to chat insights to improve our partners' workflows and customer experience
• Guide customers through platform troubleshooting, navigating the partner's site, community, knowledge base, or ancillary tools and resources
• Maintain essential program knowledge and training requirements that are critical for our partner and their customers related to their products, platform, workflows, tools, and resources
• Review customer and user accounts, providing updates and information regarding policies and procedures
• Adhere to the assigned schedule compliance (including peak/seasonal staffing requirements) and, on occasion, may be asked to work additional hours outside of your normal scheduled shift or participate in a shift realignment/change to accommodate program-related needs. This may include working on federally recognized holidays or providing coverage for teams in other geographies
• Consistently achieve and maintain the minimum program performance by meeting all  key performance indicators and metrics within the program; the KPI Attestation Agreement is required before offer
• Perform program duties and tasks that are within your skill and expertise level as assigned by program management (i.e., new hire shadowing and nesting, peer chat review, recommended resource updates, additional administrative support, etc.)
• Receive internal resource and chat review inquiries to provide timely peer-to-peer feedback and recommendations to the partner in the creation of new or updated resources
• At the discretion of your supervisor, you may be selected to provide new hire training support in the form of shadowing, peer-to-peer nesting, feedback, and review of new hire material with newer team members
• Flex between program duties and provide ad hoc support for program-specific projects, products, pilots, and queues; some special projects may include chat, phone, virtual meeting support, or account management functions
   

What We Expect From You:

• Excellent written and verbal English communication skills (C2 Level required)
• Call Center Expereince
• Strong problem-solving and critical thinking abilities
• Highly organized, accountable, and dependable
• Effective time management with punctuality and schedule adherence
• Empathetic, adaptable, proactive, and an active listener
• Comfortable working in a fast-paced, dynamic environment
• Tech-savvy across web, computer, and mobile tools
• Passionate about delivering outstanding customer experiences
• Curious, eager, and committed to continuous learning
   

What You'll Get In Return:

• Remote working arrangements
• Competitive base salary
• Generous paid time off
• Comprehensive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training and professional development opportunities

Company Culture Is At Our Core

Core values give our work intention and our culture its edge. They're the standards we hold for ourselves, our partners, and each other.

• Care for others: Empathy is a key driver. When people thrive, so does the mission.
• Embrace growth: Curiosity fuels progress. Take bold risks, sharpen your edge, go forward.
• Manifest trust: Trust is our currency. Earn it daily, protect it fiercely, and let it fuel what's next.
• Take ownership: Bold choices with integrity at the core—that's how impact lasts.
• Be humble: Humility opens the door to better ideas. Hear others, lift others, keep learning.

Crescendo is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact

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