Customer Support Specialist

Job Summary:

The Customer Support Specialist is responsible in supporting the company's mission by delivering excellent service and providing assistance to customers across various channels. This role focuses on addressing inquiries, resolving issues, and supporting customers with products, services, or account-related concerns. This job opening is a pooling for Customer Support professionals, including roles such as Customer Support Associate, Customer Service Representative, and Help Desk Specialist, with the goal of hiring individuals who demonstrate strong customer service skills and the ability to work in a fast-paced environment.

Job Description:

• Respond to customer inquiries via phone, email, chat, or other communication channels in a timely and professional manner.
• Resolve customer issues related to products, services, or account management, ensuring customer satisfaction.
• Document customer interactions and maintain accurate records of customer issues and resolutions in the CRM system.
• Manage customer expectations and provide effective solutions in a calm and professional manner.
• Assist customers with troubleshooting and resolving basic technical issues related to products or services.
• Collaborate with team members and other departments to address complex issues and improve service quality.
• Provide feedback to management on common customer issues or trends to contribute to process improvements.
• Maintain a thorough knowledge of the company’s products, services, and policies to provide accurate and helpful information to customers.
• Continuously meet or exceed individual performance targets for response time, customer satisfaction, and issue resolution.
• Participate in training and development programs to improve customer service skills and product knowledge.
• Ensure compliance with company policies and customer service standards.

Qualifications:

• Clear and coherent both written and verbal communication skills in English.
• Proficient in using system tools to track and manage customer interactions.
• Demonstrates strong attention to detail and accuracy in customer information handling.
• Demonstrates the ability to remain calm and professional when resolving customer concerns.
• Proactive, solution-oriented, and collaborative team player.

Screening Criteria:

• High school diploma or an equivalent combination of education and work experience.
• Minimum of one (1) year of experience in customer support, client-facing roles, or retail environments.
• Must have a stable employment history