Customer Support Specialist (225-909)

As a Customer Support Specialist, you will play a critical role in ensuring our customers experience exceptional service and receive prompt and efficient resolutions to their inquiries and issues. You will act as the frontline representative of our company, interacting with customers through various communication channels, including email, chat, and phone. Your primary objective will be to provide timely and accurate information while fostering strong relationships with our customers. You will collaborate closely with other departments to ensure seamless solutions and will be instrumental in gathering feedback to improve our products and services. This is a dynamic and fast-paced role that requires empathy, excellent problem-solving skills, and the ability to manage multiple tasks effectively. Join our team and become an integral part of our commitment to delivering outstanding customer experiences.

Responsibilities

• Respond promptly to customer inquiries via phone, email, and chat.
• Identify and assess customers’ needs to achieve satisfaction.
• Provide accurate, valid, and complete information by using the right methods.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits.
• Keep records of customer interactions, process customer accounts, and file documents.
• Follow communication procedures, guidelines, and policies meticulously.
• Assist with placement of orders, refunds, or exchanges when necessary.
• Consistently maintain a positive, empathetic, and professional attitude toward customers.
• Collaborate with Customer Support Team Members to ensure effective resolution of inquiries.
• Meet personal and team targets with defined performance metrics.
• Engage with escalated customer queries to provide satisfactory resolution and customer retention.
• Communicate customer feedback and potential product issues to relevant departments.

Requirements

• Proven customer support experience or experience as a Client Service Representative.
• Strong phone contact handling skills and active listening abilities.
• Familiarity with CRM systems and practices is desirable.
• Ability to multitask, prioritize, and manage time effectively under pressure.
• Exhibits a high level of empathy and patience in all customer interactions.
• Strong problem-solving skills with a solutions-oriented mindset.
• Excellent communication and presentation skills are essential.
• Proficiency with basic computer applications and software tools.