Senior Customer Service Representative

Role: Senior Customer Service Representative 

Division: Delivery 



Company Overview

OnSpot Global is an outsourcing company that specializes in delivering high-quality customer

OnSpot Global is a dynamic startup company specializing in providing top-notch outsourcing solutions, with a particular focus on the logistics industry. While our core expertise lies in logistics, we are also well-equipped to cater to the diverse outsourcing needs of businesses across various sectors.

We are committed to delivering exceptional customer service and building strong relationships with our clients. Our team of experienced professionals provides tailored solutions that meet the unique requirements of each client. We are seeking a highly motivated and results-oriented Senior Customer Service Representative to join our team and contribute to our growth.

Position Overview

As a Senior Customer Service Representative at OnSpot Global, you will be responsible for providing top-tier customer support services on behalf of our clients. This role plays a pivotal part in ensuring client satisfaction, resolving customer issues, and maintaining a positive brand image. In this position, you will have the chance to work with various clients and contribute to their success.

About the Role

A Senior Customer Service Representative is a seasoned professional who provides advanced customer support and mentorship to junior team members. They handle complex customer issues, lead customer service initiatives, and contribute to overall team performance.

Duties and Responsibilities

• Customer Support Excellence: Provide top-tier customer service, addressing inquiries, resolving issues, and ensuring a positive customer experience throughout the moving process. This may involve technical problem-solving, providing instructions, or escalating complex issues to higher-level support.

• Inbound/Outbound Calls: Handle incoming customer calls and make outbound calls as needed to address customer concerns or provide information.

• Client Relationship Management: Build and maintain strong relationships with clients, acting as their primary point of contact for support and information.

• Conflict and Issue Resolution: Effectively address customer concerns, resolve complaints, and find mutually beneficial solutions, demonstrating strong conflict resolution and problem-solving skills.

• Chat Support: Provide advanced chat support, handling complex customer inquiries and resolving issues efficiently.

• Technical Proficiency: Representatives must be proficient in using various software, CRM systems, and tools to effectively assist clients. They may provide advanced technical support, troubleshooting issues, and configuring settings for clients facing difficulties with products or services.

• Problem Solving: Identify and resolve customer issues efficiently and effectively, using your problem-solving skills and product knowledge.

• Process Improvement: Contribute to process improvement initiatives to enhance customer satisfaction, operational efficiency, and overall service delivery.

Job Qualifications:

• Excellent verbal and written communication skills, ability to build rapport with clients, and resolve conflicts effectively. (American accent preferred).

• Proven customer service experience in a BPO setting. A minimum of three years (3) of experience is preferred.

• In-depth knowledge of customer service best practices and industry standards.

• Advanced problem-solving, negotiation, and active listening abilities.

• Proficiency in CRM systems and other relevant software.

• Ability to work flexible shifts, including US time zones.

• Demonstrated ability to negotiate and build rapport with clients.

• Solution-oriented mindset with a focus on customer satisfaction.

• The ability to quickly learn new technologies and systems.

• The ability to adapt to different customer personalities, communication styles, and problem types is crucial. Flexible in their approach.

• High level of empathy and dedication to customer satisfaction.

• Effective multitasking is essential for handling multiple customer inquiries simultaneously, enhancing productivity and ensuring timely responses.

• Proven experience in providing exceptional chat support.

• Ability to effectively communicate and resolve issues through chat.

Cultural Fit:

At OnSpot Global, we prioritize a unique blend of creativity, innovation, and collaboration. We seek individuals who are:

• Passionate about our company's mission and values.

• Entrepreneurial-minded and willing to take risks.

• Collaborative and team oriented.

• Adaptable and ability to handle the fast-paced and often unpredictable nature of a startup environment.

• Maintain a positive attitude and persevere through setbacks.

• Demonstrate the ability to bounce back from challenges and maintain a strong work ethic.

• Embrace and adapt to rapid changes and evolving processes within a startup environment.

• Be able to adapt to changing client needs and requirements.


Note: Some additional or removed responsibilities or qualifications can be added as per the requirement of the employer or specific tasks.

Tribe Benefits

• Top Notch Healthcare and Life Insurance Provider

• Regular Private Room and Board

• Maximum Benefit Limit of 150,000 per illness/per year.

• PEC is covered upon activation of the members account.

• Access to all major hospitals.

• Full dental coverage.

• 100,000 Life insurance coverage.

• Paid Time Off

• OnSpot Global provides fifteen (15) paid leave to eligible employees to have the opportunity to enjoy time away from work to balance their lives. Leaves can be used to cover vacation leave, sick leave, personal leave, and bereavement leave.

• Loan Facilities

• Upon becoming a regular employee, you'll have access to our flexible loan options, designed to help you navigate life's challenges with ease.

• Lifestyle Benefits Access

• OnSpot offers access to various lifestyle-related perks and services.

This is a full-time remote position. If you are a motivated and customer service driven individual, please apply today. We look forward to hearing from you!