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We are looking for a motivated Upselling Support Specialist II to support an indoor skydiving experience provider by delivering high-quality customer service while identifying and converting upsell opportunities. The specialist will engage with customers across phone, email, and chat, providing assistance with bookings, inquiries, and post-experience support, while promoting add-ons and upgrades that enhance the customer experience.
Job Responsibility:
Provide omnichannel customer support via phone, email, and chat, ensuring timely and professional responses
Assist customers with reservations, scheduling changes, cancellations, and general inquiries
Identify upselling opportunities and confidently recommend relevant add-ons, packages, or upgrades
Handle objections and concerns with a customer-first, solution-oriented approach
Maintain accurate and detailed documentation of customer interactions in CRM and ticketing systems
Meet or exceed performance metrics related to CSAT, response times, conversion/upsell rates, and quality
Collaborate with internal teams to resolve escalations and ensure seamless customer experiences
Stay up to date on products, promotions, pricing, and policies to provide accurate information
Requirements:
Excellent English skills both verbal and written (EFSET results must be at the C2 level)
Previous experience in customer support, sales, or upselling, preferably in a BPO or contact center environment
Experience supporting customers across multiple channels (phone, chat, and email)
Strong communication and persuasion skills with a customer-centric mindset
Comfort navigating multiple systems simultaneously while engaging with customers
Strong problem-solving skills and attention to detail
What we offer:
Competitive compensation based on experience
Attractive benefits package including medical, dental, and vision options based on location
Access to free posture-based fitness workouts from home
Training opportunities provided by Crescendo and outside entities
1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development