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Customer Service Agent - Skylight at Fresh Prints. . Location: Philippines. Customer Service Agent - Phone . . About Frontier. . Frontier (. www.hirefrontier.com. ) is a New York based, fast-growing, fully-remote, 150-person company that has most of our team in India and Philippines. Here at Frontier, we help companies grow full-time, cross-functional teams abroad. We hire the smartest people, and we place them into the best companies. We got so good at it that we decided to spin out a new company to focus exclusively on that and call it Frontier.. . Think of us as your personal talent agent, and good luck with the application :). . About The Client. . Skylight specializes in the production of digital photo frames. These frames are designed to display digital photos in a way that is easy to manage and share with family and friends. Skylight Frame's products typically feature high-resolution screens and can be connected to the internet, allowing users to send photos directly to the frame from their smartphones or computers.. . The unique value proposition of Skylight Frame is the convenience and simplicity it offers for sharing and displaying photos. Users can send new pictures to the frame through a dedicated app, email, or a web interface, making it easy for family members and friends to keep the frame updated with the latest memories.. . About The Role. . Frontier is looking for a dynamic, tech-savvy, client-facing Customer Support Specialist with excellent communication skills to join one of our clients, Skylight. Skylight brings delightfully simple to use digital photo frames to consumers. As a Skylight Customer Support Specialist, you will assist customers who use our Skylight Frame to provide support and troubleshooting as needed.. . You will be the first point of contact with current customers and responsible for researching issues, handling complaints; and making sure every interaction, be it chat, email, or phone, ends with a customer who feels completely cared for.. . Responsibilities. . . Core Customer Service. . Accurately answer phone calls and emails from customers who need assistance with troubleshooting their Frames. . Identify and assess customers’ needs to achieve satisfaction. . Build sustainable relationships and trust with customer accounts through open and interactive communication. . Provide accurate, valid and complete information by using the right methods/tools. . Meet personal/customer service team KPIs. . Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. . Follow communication procedures, guidelines and policies. . Take the extra mile to engage customers. . Support the Product Team in troubleshooting by recreating the problems reported by customers. . Escalate any high priority issues to Team Leads. . . Personal Attributes. . . Fluency in English with exceptionally clear written/verbal communication, interpersonal, and organizational skills. . Proven customer support experience or experience as a Client Service Representative. . Strong customer focus and ability to adapt/respond to different types of customers. . Track record of extremely high CSAT scores, high efficiency and consistent quality. . Ability to quickly critically think through what the customer issue is by active listening and empathizing with customer. . Familiarity with CRM systems and practices. . Ability to multi-task, prioritize, and manage time effectively. . . Job specific requirements. . . Excellent internet for video calls. . Ability to work on the US time zones (non-negotiable). . Excellent English, including understanding of a wide array of idioms (assessed via written, phone and video tests). . 2 years in a Customer service role (Phone).