About the role

Assist users with billing and account inquiries across communication channels. Join Semrush's Customer Care Team delivering accurate and efficient support for customer retention.

Responsibilities

You will be responsible for assisting users with billing- and account-related inquiries across multiple communication channels, including phone, live chat, and email
Delivering accurate internal data for the business
Providing accurate and efficient support, such as resolving payment issues, processing refunds or credits, assisting with account management queries
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
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.

Excellent Communication Skills: Strong verbal and written communication to clearly and professionally assist customers across phone, live chat, and email
Billing & Math Proficiency: Ability to understand invoices, process payments, and resolve billing discrepancies accurately
Multitasking Ability: Capable of handling multiple conversations and tasks simultaneously without compromising quality or efficiency
Problem-Solving Skills: Quickly assess issues, identify solutions, and guide customers through resolutions with confidence
Attention to Detail: Ensures accuracy when processing refunds, credits, and billing adjustments to prevent errors
Adaptability & Quick Learning: Comfortable navigating billing systems, troubleshooting issues, and adjusting to process updates
Customer-Centric Mindset: Prioritizes customer needs, demonstrates patience, and maintains a positive attitude in all interactions
Technical Proficiency: Familiarity with CRM systems, payment processing tools, and live chat software to provide seamless support
Time Management: Effectively prioritizes tasks and manages workload in a fast-paced environment