As a Customer Support Specialist, you will be the first point of contact for our customers, addressing their inquiries and resolving issues promptly and efficiently. You will play a key role in maintaining high customer satisfaction levels by providing excellent service and support.
Key Responsibilities
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Troubleshoot and resolve customer issues, escalating to appropriate teams when necessary.
- Provide product information, guidance, and support to customers.
- Maintain accurate and detailed records of customer interactions and support activities in our CRM system.
- Collaborate with cross-functional teams, such as Sales, Product, and Technical Support, to address customer needs and feedback.
- Follow up with customers to ensure their issues are resolved and they are satisfied with the service received.
- Assist in the development and maintenance of support documentation and knowledge base articles alongside Enablement.
- Participate in training sessions and team meetings to stay updated on product changes and support procedures.
- Identify and report recurring customer issues to help improve products and services.
- Strive to exceed customer expectations and contribute to achieving team and company performance goals.is
Qualifications
- Bachelor’s degree in business, Communications, or a related field is preferred.
- Proven experience in a customer support or service role, preferably in a commercial organization.
- Excellent communication and interpersonal skills.
- Strong problem-solving and troubleshooting abilities.
- Proficiency in customer support software and CRM systems (e.g. Salesforce).
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
- High level of patience, empathy, and professionalism in dealing with customers.
- Strong organizational skills and attention to detail.
- Ability to work both independently and as part of a team.
- Commitment to providing outstanding customer service and continuous improvement.
