Account Manager​/Customer Service Representative

Puesto: Account Manager / Customer Service Representative
Company: MFS Trade School

Location:

Remote

Schedule:

Full-time
English Requirement:
Native or fully native-level English fluency, both spoken and written

MFS Trade School is looking for a highly organized, professional, and customer-focused Account Manager / Customer Service Representative.
This position requires native or fully native-level English fluency. The selected candidate will communicate with customers primarily in English through phone calls, emails, and other written channels. The Account Manager / Customer Service Representative will support current and former students, manage customer relationships, follow up on unresolved requests, and coordinate with other departments to ensure customers receive accurate and timely assistance.
We are looking for someone who can take ownership of customer accounts, build strong relationships, follow issues through resolution, maintain accurate CRM records, and provide a professional customer experience.

Key Responsibilities  Answer inbound customer calls, emails, and service inquiries professionally.
Identify customer needs and coordinate with Sales, Operations, Shipping, Training, Finance, or other departments when necessary.
Document calls, conversations, customer information, and follow-up activities accurately in the CRM.
Escalate sales opportunities, technical questions, complaints, or complex concerns to the appropriate team member.
Help identify opportunities to improve customer service processes and communication.
Support the Customer Service department with administrative and operational responsibilities.
Create or follow established customer service procedures, templates, and documentation.
Required Experience and Qualifications  Native or fully native-level English fluency, both spoken and written, is required.
Applicants must be able to conduct professional phone conversations entirely in English.
Clear, natural English pronunciation and excellent listening comprehension.
Strong professional writing skills for emails, customer messages, and CRM documentation.
Previous experience in customer service, account management, customer success, client relations, or a similar customer-facing position.
Experience using CRM systems, email, phone, and online communication platforms.
Reliable internet connection, a quiet workspace, and a professional remote-work environment.

Preferred Experience  Experience using Hub Spot or another CRM platform.
Experience supporting customers by phone and email.
Experience working with online courses, training programs, e-commerce, or educational services.
Experience coordinating with Sales, Operations, Shipping, or Finance departments.
Experience creating customer service documentation, templates, or SOPs.
Experience using Shopify, Slack, Aircall, or similar business platforms.

The ideal candidate should be comfortable speaking with customers throughout the day and should communicate in English naturally and confidently. Phone and written communication sounds natural, polished, and professional in English.
CRM records are accurate, complete, and up to date.
Customers feel supported and confident in their relationship with MFS Trade School.
Requirements  Must have native or fully native-level English fluency in speaking, listening, reading, and writing.
Must be comfortable handling customer calls entirely in English.
Must be comfortable working remotely.
Must have a reliable internet connection and professional workspace.
Must be comfortable using CRM, phone, email, and online communication systems.
Customer service or account management
Handling professional customer calls in English
CRM systems and customer documentation
Your level of English proficiency
A short voice recording introducing yourself and describing your customer service or account management experience

The recording will be used to evaluate spoken English fluency, clarity, pronunciation, and professional communication.