Role Details
Type of Support: Email, Chat, and Phone SupportContract Duration: Full-Time
Work Schedule: Shifts are scheduled between 6:00 AM and 9:00 PM, with two consecutive days off
Work Type and Location: Hybrid, San Pedro Sula and Tegucigalpa
Expected Start Date: February 12, 2025
About Us
Crescendo represents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations, delivering results that scale and support that never sleep.
More than that, Crescendo is about people. We don’t just connect talent with opportunity—we create a place where careers grow, ideas thrive, and people are empowered to make an impact. Join us at Crescendo, and let’s build the future of customer experience together.
Welcome to Crescendo. Welcome to what’s next.
The Role
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.
This position that requires strong communication skills, sales awareness, and the ability to deliver exceptional service in a fast-paced, customer-facing environment.
What You’ll Do:
- 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.
What We Expect From You:
- 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 You’ll Get In Return:
- 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
Top Skills
What We Do
PartnerHero is the BPO for companies that care about quality and people. We connect talented and capable people from all over the world with innovative companies who care about business metrics and values. We're big fans of integrity, finding the right fit, and bringing opportunity to places that have traditionally been left behind. We specialize in Customer Support, Trust & Safety, Quality Assurance and Software QA. Visit our website and drop us a line.
