Customer Support Specialist
Job Description
Responsibilities
Interact with customers via voice calls, email and other communication channel.
Ensure professional, courteous, and efficient service delivery.
Resolve complex customer inquiries, complaints, and technical issues.
Utilize specialized knowledge and troubleshooting skills.
Investigate, diagnose, and resolve complicated customer problems.
Follow established procedures and escalate when necessary.
Develop an in-depth understanding of company products and services.
Provide accurate information and assistance to customers.
Maintain detailed and accurate records of customer interactions.
Use CRM software or designated tools for record-keeping.
Collaborate with cross-functional teams for seamless customer experiences.
Work with technical support, sales, and operations team as needed.
Collect and document customer feedback on products and services.
Communicate feedback to relevant teams for improvement.
Stay updated on industry trends, product features, and technologies.
Enhance knowledge to provide up-to-date assistance to customers.
Qualifications and Requirements
Clear and coherent in both written and verbal communication skills to provide precise and understandable information.
Respond calmly and effectively in high-pressure situations.
Has a constructive mindset and the ability to establish rapport with customers.
Ability to navigate different computer programs and perform basic troubleshooting.
Familiarity with CRM software and relevant tools.
High level of accuracy and precision in data entry and documentation.
Can do data entry, use mathematical formulas, and format tables in MS Excel.
Works effectively under pressure and handles high volume of work with a strong commitment to task completion.
Strong organizational skills including the ability to work independently without constant supervision, to handle multiple assignments while meeting assigned deadlines and exhibits decision-making capabilities.
Willingness to adapt to new technologies and new tools.
Job Description
Responsibilities
Interact with customers via voice calls, email and other communication channel.
Ensure professional, courteous, and efficient service delivery.
Resolve complex customer inquiries, complaints, and technical issues.
Utilize specialized knowledge and troubleshooting skills.
Investigate, diagnose, and resolve complicated customer problems.
Follow established procedures and escalate when necessary.
Develop an in-depth understanding of company products and services.
Provide accurate information and assistance to customers.
Maintain detailed and accurate records of customer interactions.
Use CRM software or designated tools for record-keeping.
Collaborate with cross-functional teams for seamless customer experiences.
Work with technical support, sales, and operations team as needed.
Collect and document customer feedback on products and services.
Communicate feedback to relevant teams for improvement.
Stay updated on industry trends, product features, and technologies.
Enhance knowledge to provide up-to-date assistance to customers.
Qualifications and Requirements
Clear and coherent in both written and verbal communication skills to provide precise and understandable information.
Respond calmly and effectively in high-pressure situations.
Has a constructive mindset and the ability to establish rapport with customers.
Ability to navigate different computer programs and perform basic troubleshooting.
Familiarity with CRM software and relevant tools.
High level of accuracy and precision in data entry and documentation.
Can do data entry, use mathematical formulas, and format tables in MS Excel.
Works effectively under pressure and handles high volume of work with a strong commitment to task completion.
Strong organizational skills including the ability to work independently without constant supervision, to handle multiple assignments while meeting assigned deadlines and exhibits decision-making capabilities.
Willingness to adapt to new technologies and new tools.