Position: Email Marketing Specialist

Location: Skopje Macedonia 

Seniority: Mid-Level

Employment type: Full-time

Job function/department: Marketing

Reports to: Marketing Director

About Front Logix Solutions:

Located in Santa Monica, California, USA, and Skopje, Macedonia, Front Logix is an emerging Business Process Outsourcing (BPO) provider that provides businesses worldwide with next-gen customer experience and customer care services that streamlines the way companies engage with their customers. We offer the best human capital solutions for creating stronger relationships, increasing sales, and improving customer retention rates. We partner with our clients to develop workforce strategies that drive customer loyalty. We help them make the most of their customer data, create new customer experiences, and optimize their business processes. By investing in better customer service, our clients find themselves with more satisfied customers who stay happy for more extended periods, all while reducing operational costs.

Position Summary:

We are looking for an experienced, talented, and innovative mid-level Email Marketing Specialist to manage our company and our clients’ email campaigns.

As an Email Marketing Specialist at FrontLogix, you will work closely with the Marketing Director to run email marketing campaigns end-to-end, managing email databases and creating marketing automations and newsletters. You will be required to oversee all aspects of email marketing campaigns, including market research, content creation, and copy dissemination.

The role of the Email Marketing Specialist will be part of a rapidly growing industry centered on creating and distributing messages for both FrontLogix and FrontLogix’s clients via the chosen tool for email marketing – Active Campaign. You will be required to collaborate with the digital communication specialist in charge of content writing for all channels to ensure maximum uptake of offerings.

To be successful as an email marketing specialist, you should demonstrate the ability to create accessible, engaging, and memorable emails and email campaigns (automations) while monitoring the KPIs and preparing analysis to ensure campaign success.

Duties and Responsibilities: 

• Obtain market research to comprehend prevailing consumer behaviors better
• Identify target audience and grow our email list
• Review former campaigns to ascertain areas of strength and weakness, which could inform subsequent outputs
• Conceptualize marketing campaigns that speak directly to the pain points of existing and prospective clients
• Design and implement email marketing campaigns
• Design modern and engaging emails through the use of automation software ActiveCampaign
• Write newsletters, including all company updates
• Upgrade our email templates using graphics, personalization, and advanced features
• Ensure prompt and accurate communication with clients via email to minimize unsubscribes
• Create email databases for lead generation
• Track and analyze campaign performance and suggest improvements
• Report on sales revenue generated from email marketing efforts
• Ensure emails follow industry policies and best practices
• Create and monitor a wide variety of email marketing campaigns
• Ensure the design and layouts of emails are optimized, user and mobile-friendly
• Proofread key messaging in and out of email templates
• Compile email lists
• Purge email lists
• Maintain a database of customers who have opted to receive our correspondence
• Secure email databases for future campaigns
• Follow up on emails
• Aid additional digital marketing efforts

Required Qualifications / Experience / Knowledge:

• University degree OR Certification in Marketing, PR, Corporate Communications, or a similar relevant field
• Proven work experience as an Email marketing manager or Digital marketing specialist for 2+ years
• Fluency in English
• Proficiency in marketing automation technology
• Hands-on experience with ActiveCampaign, HTML, and content management systems
• Excellent written communication and copywriting skills
• Familiarity with analytical and database tools
• Excellent communication, interpersonal, and presentation skills
• Outstanding organizational and time-management skills
• Team player capable of completing work tasks with a minimum of supervision
• Experience working for a Contact center or a BPO will be considered a bonus

A competitive compensation package is offered based on qualifications:

• Healthcare coverage
• Vacation and paid holidays
• A hybrid work schedule with flexible working hours
• Private health insurance
• Compensation: 650 EU net

Position: Office and HR Assistant

Location: Skopje Macedonia 

Seniority: Mid-Level

Employment type: Full-time 9 am to 5 pm, Monday through Friday

Job function/department: HR and Operations

Reports to: HR Director 

About Front Logix Solutions:

Located in Santa Monica, California, USA, and Skopje, Macedonia, Front Logix is an emerging Business Process Outsourcing (BPO) provider that provides businesses worldwide with next-gen customer experience and customer care services that streamlines the way companies engage with their customers. We offer the best human capital solutions for creating stronger relationships, increasing sales, and improving customer retention rates. We partner with our clients to develop workforce strategies that drive customer loyalty. We help them make the most of their customer data, create new customer experiences, and optimize their business processes. By investing in better customer service, our clients find themselves with more satisfied customers who stay happy for more extended periods, all while reducing operational costs.

Position Summary:

Our company is looking for an office and HR assistant to be responsible for handling clerical tasks in our office. You will be handling all communications, greeting clients and visitors, as well as managing/organizing files, updating paperwork and other documents, scheduling appointments, receiving guests, organizing travel arrangements, managing supply inventory, and performing data entry as required.

The assistant will also assist the HR Director with recruitment, record maintenance,
and other tasks. In order for you to be selected as a candidate, you will need the ability to write clearly and be proficient with word processing applications. A pleasing personality with strong communication skills is also highly valued.

The work will be performed from the office.

Duties and Responsibilities: 

• Organize the office and assist associates in ways that optimize procedures
• Help organize and maintain common office areas
• Monitor the level of supplies and hand shortages
• Sort and distribute communications in a timely manner
• Resolve office-related malfunctions and respond to requests or issues
• Coordinate with other departments to ensure compliance with established policies
• Provide clerical and administrative support to the HR Director
• Coordinate HR processes (meetings, training, surveys, etc)
• Assist with the recruitment processes by identifying candidates, sourcing candidates, and updating the database
• Coordinate communication with candidates and schedule interviews
• Maintain trusting relationships with suppliers, customers, and colleagues
• Perform receptionist duties when needed
• Record information as needed
• Update paperwork, maintain documents, and other data entry tasks
• Schedule and plan meetings and appointments
• Create and update records ensuring the accuracy and validity of information in the appropriate databases

Required Qualifications / Experience / Knowledge:

• High school diploma, associate’s degree, or equivalent
• Proven experience as a back-office assistant, office assistant, virtual assistant, or in another relevant administrative role
• Ability to communicate and write clearly in English
• Warm personality with strong communication skills
• Ability to work well under limited supervision
• Excellent organizational and time management skills
• Analytical abilities and aptitude in problem-solving
• Proficiency in MS Office
• Ability to accurately follow instructions

A competitive compensation package is offered based on qualifications:

• Healthcare coverage + private insurance
• Vacation and paid holidays
• Location: Skopje Macedonia
• Compensation: based on experience

Position: Quality Assurance Specialist

Location: Skopje Macedonia 

Seniority: Mid-Senior Level

Employment type: Full-time, 2 pm to 11 pm, Monday through Friday

Job function/department: Operations

Reports to: Team Lead (Operations)

 

About Front Logix Solutions:

Located in Santa Monica, California, USA, and Skopje, Macedonia, Front Logix is an emerging Business Process Outsourcing (BPO) provider that provides businesses worldwide with next-gen customer experience and customer care services that streamlines the way companies engage with their customers. We offer the best human capital solutions for creating stronger relationships, increasing sales, and improving customer retention rates. We partner with our clients to develop workforce strategies that drive customer loyalty. We help them make the most of their customer data, create new customer experiences, and optimize their business processes. By investing in better customer service, our clients find themselves with more satisfied customers who stay happy for more extended periods, all while reducing operational costs.

Position Summary:

This position is responsible for conducting the contact center’s quality assurance (QA) efforts; its primary objective is to optimize our customer experience while making the most efficient use of our staffing resources.

Training and work will be performed from our office.

Duties and Responsibilities: 

• Coordinates and conducts QA monitoring and Quality Audits for the contact center’s operations, across all channels, and maintains reporting to all relevant stakeholders
• Assists with developing and maintaining QA processes, including sample selection, documentation, and reporting of results, including in a leadership capacity, as necessary
• Builds and utilizes Evaluation Forms, Standard Operating Procedures, and Process Flow Charts, as necessary, for maintaining Contact Center adherence to established best practices for all channels
• Utilizes and maintains the Contact Center’s quality management system, as available, and maintains all appropriate reporting from it
• Collaborates with relevant departments, call center staff, and (as-needed) customers to identify opportunities for improvement of approaches, skills, and processes
• Conducts perpetual training and coaching for Contact Center staff (including supervisors, as necessary)
• Provides objective, fair assessments of a set number of calls daily, weekly, and monthly to improve QA
• Performs assessment and reporting on Contact Center staff performance relative to quality-relevant KPIs and service levels (including but not limited to script adherence, keyword use, etc.)
• Executes special projects and tasks as assigned by management
• Identifies possible improvements to processes, policies, and technology that will improve departmental and/or Contact Center efficacy

Required Qualifications / Experience / Knowledge:

• 2+ years of experience in customer service or support, preferably in a contact center environment
• 2+ years of experience leading quality assurance efforts for a high-volume, multichannel contact center
• 3+ years total experience in contact center environments, preferably including multichannel inbound traffic and back-office applications
• Proficiency with computer and network skills, preferably in G-suite applications, Salesforce, and Dialpad or similar/equivalent systems
• Familiarity with industry-standard Quality Assurance and Quality Monitoring applications
• Excellent communication skills; fully fluent in English
• Strong preference for candidates with experience in eCommerce environments

A competitive compensation package is offered based on qualifications:

• Healthcare coverage + private insurance 
• Vacation and paid holidays
• Location: Skopje, Macedonia 
• Compensation: Based on experience

Position: Trainer and LMS administrator

Location: Skopje Macedonia 

Seniority: Mid-Senior Level

Employment type: Full-time, 2 pm to 11 pm, Monday through Friday

Job function/department: Operations

Reports to: Team Lead (Operations)

 

About Front Logix Solutions:

Located in Santa Monica California USA and Skopje Macedonia, Front Logix is an emerging Business Process Outsourcing (BPO) provider that provides businesses around the world with next-gen customer experience and customer care services that streamlines the way businesses engage with their customers. We offer the best human capital solutions for creating stronger relationships, increasing sales, and improving customer retention rates. We partner with our clients to create workforce strategies that drive customer loyalty. We help them make the most of their customer data, create new customer experiences, and optimize their business processes. By investing in better customer service, our clients find themselves with more satisfied customers who stay happy for longer periods of time all while reducing operational costs.

Position Summary:

The Trainer is responsible for providing effective education and guidance while developing and supporting a customer-focused learning environment that meets business, client, and employee needs. Create training courses for employees weekly, monthly, or yearly. Process information in LMS includes creating courses and classes, completing employee information, entering test scores, registering associates, researching information, pulling and reviewing work instructions, and researching and resolving system-related problems. The administrator will be in charge of maintaining the LMS, ensuring that the software’s operational performance is on track, and often providing technical leadership in support of the system. They identify any opportunities for process and quality improvements and provide feedback on any defects that may be present.

After completing the new hire onboarding, work can be performed from our office or remotely from your home office.

Duties and Responsibilities: 

• Research, develop, implement and maintain client program learning and
  development curricula, methods, databases, processes, and records. This
  includes but is not limited to lesson planning, curriculum, testing, evaluations,
  and class management
• Coach and develop customer service representatives to ensure a high degree
  of measurable success
• Participate in call calibrations, partner with the client program’s Quality
  Assurance professional, and conduct individual call observations to assess and
  measure learning and development curricula to ensure they are relevant to
  the needs of the changing business
• Routinely provide coaching and feedback to team leads and supervisors
• Deliver instructor lead programs
• Maintain a Learning Management System (LMS)
• Manage the implementation of learning solutions, which includes planning,
  communications, enrollment, regionalization (when necessary), and delivery
• Make sure that the operational performance of the software is on track
• Provide technical leadership in support of the system
• Define user roles
• Create training courses for employees on a weekly, monthly, or yearly basis
• Maintain procedures to ensure the security and integrity of systems
• Provide end-user support when needed
• Acquire and maintain knowledge of current technology as it applies to LMS
  software and systems
• Write and maintain technical procedures and policy documentation
• Act as an internal consultant by analyzing data and recommending solutions
  to utilize the LMS to deliver, track training, and measure performance to meet
  organizational objectives
• Collaborate with managers, team leads, and HR on training needs and
  opportunities for the expansion of talent development within the organization
• Create and update resources to train and support learners on how to use the
  technology for online and professional development

Required Qualifications / Experience / Knowledge:

• 2+ years of Experience using learning management systems [LMS] LearnDash preferably
• 2+ years of experience in a learning & development/training role within an
  operations setting
• 2+ years of experience working directly with Operations and/or Customer
  Support teams and knowledge of the learning challenges faced in these
  environments
• Computer and software skills and knowledge of multiple web design
  technologies
• Familiar with course design and development and have strong data entry
  skills.
• Skilled in Google and Microsoft Office programs such as Sheets/Excel and
  Slides/PowerPoint
• Project management skills and experience running strategic projects with
  cross-functional teams
• Excellent interpersonal skills and ability to work with all levels of staff
• Ability to troubleshoot and resolve technical issues quickly
• Communicate in English effectively orally and in writing
• Ability to adapt and adjust to change in a positive manner
• Demonstrated ability to lead, motivate, and develop work team towards
  improved performance
• Knowledge of call center management systems and terminology preferred

A competitive compensation package is offered based on qualifications:

• Healthcare coverage
• Vacation and paid holidays
• Location: Skopje Macedonia
• Compensation: Based on experience

Position: BI Analyst

Location: Skopje Macedonia 

Seniority: Mid-level

Employment type: Full-time 9 am to 5 pm – Skopje, Monday – Friday  

Job function/department: Operations

Reports to: Team Lead (Operations)

 

About Front Logix Solutions:

Located in Santa Monica California USA and Skopje Macedonia, Front Logix is an emerging Business Process Outsourcing (BPO) provider that provides businesses around the world with next-gen customer experience and customer care services that streamlines the way businesses engage with their customers. We offer the best human capital solutions for creating stronger relationships, increasing sales, and improving customer retention rates. We partner with our clients to create workforce strategies that drive customer loyalty. We help them make the most of their customer data, create new customer experiences, and optimize their business processes. By investing in better customer service, our clients find themselves with more satisfied customers who stay happy for longer periods of time all while reducing operational costs.

Position Summary:

The Business Intelligence Analyst is responsible for helping our company leverage data, identify improvement opportunities, spot trends, recognize potential issues and offer solutions. Their work aims to improve efficiency, increase productivity, and drive profits for the business. Business intelligence (BI) Analysts play a crucial role in any business, working to capitalize on data and translate it into insights for the company to make informed decisions.

Work can be performed from our office or remotely from your home office.

Duties and Responsibilities: 

• Learning and fully understanding each of our client’s data landscapes in
  databases and applications
• Using and developing data collection processes
• Reviewing and validating data
• Gather data from various systems, including phone systems, CRM, and
  back-end databases, and adequately connect those data sources to the
  appropriate BI platform
• Gathering end-user reporting and dashboard requirements
• Developing actionable dashboards and creating reports and
  supporting users with them
• Communicating insights to senior management and across the
  organization
• Efficiently handle large sets of data and be able to confidently process
  them into required formats
• Participate in the quality system and effectively apply the company’s
  procedures, policies, and practices
• Deliver required project inputs according to time, quality, and budget
  requirements. ii.
• Ensure progress is accurately communicated and expectations of
  various stakeholders are managed effectively
• Produce and enhance reports & dashboards
• Provide technical input and effective data analysis to projects to
  support the achievement of deliverables to time and budget
• Enjoy problem-solving and creative thinking to identify new ways to
  solve challenges

Required Qualifications / Experience / Knowledge:

• Proven 2+ years of experience working with BI tools and systems
• Hands-on experience in data preparation, data gateway, and data
  projects
• Knowledge of how to connect a BI platform with client data sources (so
  that we can build visual dashboards and reports for each client)
• Excellent understanding of data analytics
• Experience with Google Data Studio (optional)
• Conversational English
• Analytical, critical thinking, and communication skills
• Be proactive, holistic, engaged, creative, collaborative

A competitive compensation package is offered based on qualifications:

• Healthcare coverage
• Vacation and paid holidays
• Location: Skopje Macedonia
• Compensation: Based on experience

Position: Accounting Assistant

Location: Skopje Macedonia 

Seniority: Middle to Senior level

Employment type: Full-time 9 am to 5 pm – Skopje, Monday – Friday  

Job function/department: Finance

Reports to: Operations Manager

 

About Front Logix Solutions:

Located in Santa Monica California USA and Skopje Macedonia, Front Logix is an emerging Business Process Outsourcing (BPO) provider that provides businesses around the world with next-gen customer experience and customer care services that streamlines the way businesses engage with their customers. We offer the best human capital solutions for creating stronger relationships, increasing sales, and improving customer retention rates. We partner with our clients to create workforce strategies that drive customer loyalty. We help them make the most of their customer data, create new customer experiences, and optimize their business processes. By investing in better customer service, our clients find themselves with more satisfied customers who stay happy for longer periods of time all while reducing operational costs.

Position Summary:

The ideal candidate has two years of accounting experience in all aspects of accounting, with a focus on accounts payables. They’re capable of confidently working with vendors to communicate issues and reconcile accounts monthly. They’re responsible for ensuring vendors are paid in a timely manner and managing approved charges. They have an analytical mind and can understand complex concepts, are capable of working on multiple initiatives simultaneously, and consistently achieve objectives.

This is an excellent opportunity to advance your career, get rewarded for your expertise, and have a meaningful voice in the growth of a rapidly expanding company.

Duties and Responsibilities: 

• Manage vendor profiles
• Maintain approved vendor charges
• Input, manage and approve invoices
• Reconcile vendor and credit card statements in a timely manner
• Maintain regular vendor communication
• Update and maintain accounting databases
• Communicate with management and team members to provide ongoing strategic insights and recommendations to consistently improve processes
• Support the team with month-end closing/reconciliation
• Troubleshoot and resolve account issues as needed

Required Qualifications / Experience / Knowledge:

• Diploma in Accounting or Proven accounting experience
• 2+ years of experience in Accounting with a focus on Accounts Payable
• Familiarity with bookkeeping and basic accounting procedures
• Accuracy and attention to detail
• Understanding eCommerce accounting is a plus
• Excel, Word, and accounting software
• Experience with Sage Intacct accounting system is a plus
• Problem-solving skills and the ability to work with and influence peers and senior management
• Ability to consistently meet deadlines
• Analytical, critical thinking, and communication skills

A competitive compensation package is offered based on qualifications:

• Healthcare coverage
• Vacation and paid holidays
• Location: Skopje Macedonia 
• Compensation: 700 EU Net

Position: Digital Communications Specialist

Location: Skopje Macedonia

Seniority: Junior to Mid-level

Employment type: Full-time

Job function/department: Marketing

Reports to the Marketing Director

About Front Logix Solutions:

Located in Santa Monica California USA and Skopje Macedonia, Front Logix is an emerging Business Process Outsourcing (BPO) provider that provides businesses around the world with next-gen customer experience and customer care services that streamlines the way businesses engage with their customers. We offer the best human capital solutions for creating stronger relationships, increasing sales, and improving customer retention rates. We partner with our clients to create workforce strategies that drive customer loyalty. We help them make the most of their customer data, create new customer experiences, and optimize their business processes. By investing in better customer service, our clients find themselves with more satisfied customers who stay happy for longer periods of time all while reducing operational costs.

Position summary:

We are currently looking for an enthusiastic and creative mid-level Digital Communications Specialist to manage external and internal communications.

As a Digital Communication Specialist at FrontLogix, you will work closely with the Marketing Director to implement communication plans, prepare communication materials both for our company and our clients, and continue to build a positive image of the company through various communication channels.

The role of the Digital Communication Specialist will be part of a rapidly growing industry, centered on creating and distributing messages for both FrontLogix and FrontLogix’s clients via different digital channels.

Responsibilities:

• Maintain a proactive approach to strengthening the company’s position
• Stimulate two-way communication internally and externally
• Create content and plans for corporate social media, post and interact with users on a daily basis
• Propose, organize and define communication channels for active, reactive, and interactive communication
• Present creative communication tools and topics for the external image of the company
• Write good quality content both for internal and external needs
• Prepare press releases, presentations, and other relevant content for internal and external needs
• Timely and appropriately inform and act both internally and externally
• Perform other duties as assigned by the Director of Marketing

Required Qualifications / Experience / Knowledge:

• University degree OR Certification in Marketing, PR, Corporate Communications, or similar relevant field
• Previous working experience in Marketing, PR, corporate communications, or similar relevant field for 3 years
• Fluency in English
• Excellent writing skills and аbility to create relevant industry content
• Experience and knowledge in copywriting, proofreading, and text editing
• Excellent skills in MS Office, Google Suite
• Knowledge of the Meta Business Manager will be considered a bonus
• Excellent communication, interpersonal, and presentation skills
• Outstanding organizational and time-management skills
• Team player capable of completing work tasks with a minimum of supervision
• Experience working for a Contact center or a BPO will be considered a bonus

What we offer

• Healthcare coverage
• Vacation and paid holidays
• A hybrid work schedule with flexible working hours
• Compensation: 650 EUR net

Seniority: Mid-level

Work time: 2 pm to 11 pm – Skopje (8 am to 5 pm EST – US), Monday through Friday

Reports to Center Supervisor (Operations)

About Front Logix Solutions:

Located in Santa Monica California USA and Skopje Macedonia, Front Logix is an emerging Business Process Outsourcing (BPO) provider that provides businesses around the world with next-gen customer experience and customer care services that streamlines the way businesses engage with their customers. We offer the best human capital solutions for creating stronger relationships, increasing sales, and improving customer retention rates. We partner with our clients to create workforce strategies that drive customer loyalty. We help them make the most of their customer data, create new customer experiences, and optimize their business processes. By investing in better customer service, our clients find themselves with more satisfied customers who stay happy for longer periods of time all while reducing operational costs.

Position Summary:

The Customer Experience (CX) Team Leader manages our Client’s CX team that responds to phone, e-mail, or chat nontechnical service requests and handles other back-office activities making outbound calls to source products, obtaining tracking numbers, and providing data entry.

The Team leader will respond to and resolve escalated issues and/or unique or complex customer requests. The Team Leader monitors the daily workloads of team members and makes adjustments to ensure adequate coverage and that correct procedures are followed. Identifies system and workflow improvements to enhance the team’s efficiency. Additionally, CX Team Leader trains and provides support to less experienced team members. May assist the center manager or supervisor with scheduling and suggest improvements to the process.

 

Duties and Responsibilities:

• Manage 3-10 agents across remote and in-house locations
• Ensures every team member is trained thoroughly during the on-boarding process and has the tools necessary to succeed in their role
• Audits and performs quality coaching and feedback sessions
• Work with Operations Manager and HR to run performance processes as well as draft and execute performance improvement plans
• Communicate and drive the success of business updates, process changes, company initiatives, and goals o the team
• Measures and monitors service performance quality standards to ensure customer satisfaction
• Lead daily stand-ups, as required, sharing:
  • Program, process, policy updates
  • Report on performance
  • Setting daily expectations
  • Operational changes/challenges
• Track attendance and functional changes
• Has joint accountability with managers and operations for service level goals and performance guarantees
• Is a knowledge resource for other team members
• Communicates procedures, guidelines, and policies to team members
• Be creative and be able to ask appropriate questions
• Responding to customer/vendor emails and live chat inquiries
• Data Entry into the CRM system; complete client documentation once the task is complete
• Meet sales targets and call handling quotas

Required Qualifications / Experience / Knowledge:

• 2+ years in a supervisory or team lead role in a CX or Customer Service
• Excellent communication skills and highly collaborative
• Advanced English – written and oral
• Able to communicate procedures, guidelines, and policies; clear and effective, communicator
• You are passionate about training, teaching, learning, and development
• You’re passionate about data and driving better individual and team performance through effective management of key performance metrics
• Strong work ethic, keep a level head, and don’t get flustered easily
• Previous experience handling customer escalations
• Demonstrated ability to work independently and initiate activities, think creatively when trying to find alternate sources, set priorities, manage multiple priorities, and deliver on-time results
• A self-starter with excellent leadership and time-management skills
• Email, Chat, Google Search, communication tools
• Usage of cloud-based systems and applications (e.g. CRM, Google, VOIP)
• Education – Associates degree or equivalent work-related experience