Customer Care Specialist (Global Customer Support Team)

Hi there!We are Semrush, a global Tech company developing our own product – a platform for digital marketers.Are you ready to be a part of it? This is your chance! We’re hiring for Customer Care Specialist (Global Customer Support Team).Tasks in the roleYou will be responsible for assisting users with billing- and account-related inquiries across multiple communication channels, including phone, live chat, and email, while delivering accurate internal data for the business.The role will involve providing accurate and efficient support, such as resolving payment issues, processing refunds or credits, assisting with account management queries - all while ensuring a seamless and timely customer experience.Work closely with multiple internal teams to handle user requests and internal inquiries to ensure customer retention and success, while also contributing to targeted optimization projects.Consistently share feedback on internal processes, the user interface, and client input with the relevant teams and management to enable appropriate action.Adhere to internal policies and compliance standards.Maintain up-to-date knowledge of products, pricing plans, and internal procedures.Meet individual performance goals related to quality, efficiency, productivity and customer satisfaction.Contributing to a positive team environment through open communication, feedback, and collaboration.Who We Are Looking ForExcellent Communication Skills: Strong verbal and written communication to clearly and professionally assist customers across phone, live chat, and emailWorking hours: Ability to work from 2 PM to 10 PM CET, Monday to FridayBilling & Math Proficiency: Ability to understand invoices, process payments, and resolve billing discrepancies accuratelyMultitasking Ability: Capable of handling multiple conversations and tasks simultaneously without compromising quality or efficiencyProblem-Solving Skills: Quickly assess issues, identify solutions, and guide customers through resolutions with confidenceAttention to Detail: Ensures accuracy when processing refunds, credits, and billing adjustments to prevent errorsAdaptability & Quick Learning: Comfortable navigating billing systems, troubleshooting issues, and adjusting to process updatesCustomer-Centric Mindset: Prioritizes customer needs, demonstrates patience, and maintains a positive attitude in all interactionsTechnical Proficiency: Familiarity with CRM systems, payment processing tools, and live chat software to provide seamless supportTime Management: Effectively prioritizes tasks and manages workload in a fast-paced environmentWe will try to create all the right conditions for you to work and rest comfortablyFlexible working hoursUnlimited PTOFlexi Benefit for your hobbyEmployee Support ProgramLoss of family member financial aidEmployee Resource Groups Meals, snacks, and drinks at the officeCorporate eventsTeambuildingTraining, courses, conferencesA Little More About Our CompanySemrush is a leading online visibility management SaaS platform that enables businesses globally to run search engine optimization, pay-per-click, content, social media and competitive research campaigns and get measurable results from online marketing.We've been developing our product for 17 years and have been awarded G2's Top 100 Software Products, Global and US Search Awards 2021, Great Place to Work Certification, Deloitte Technology Fast 500 and many more. In March 2021 Semrush went public and started trading on the NYSE with the SEMR ticker.10,000,000+ users in America, Europe, Asia, and Australia have already tried Semrush, and over 1,700 people around the world are working on its development. The Semrush team is constantly growing.Our Diversity, Equity, and Inclusion commitments Semrush is an equal opportunity employer. Building a better future for marketers around the world unites people from all backgrounds. Even if you feel that you don’t 100% match all requirements, don’t be discouraged to apply! We are committed to ensure that everyone feels a sense of belonging in the workplace.We do not discriminate based upon race, religion, creed, color, national origin, sex, pregnancy, sexual orientation, gender identity, gender expression, age, ancestry, physical or mental disability, or medical condition including medical characteristics, genetic identity, marital status, military service, or any other classification protected by applicable local, state or federal laws.Our new colleague, we are waiting for you!Mahmoud AlyTalent Acquisition Partner