Job Description:

Customer Support Specialist is a professional responsible for handling customer inquiries, comments, and complaints regarding a particular business. Their primary goal is to provide positive customer experiences by enhancing relationships between the customer and the company.

Job Tasks and Responsibilities:

Key responsibilities include:

Responding to Customer Queries:

• Responding to customer queries in a timely and accurate manner via phone, email, or chat.
• Identifying customer needs and helping customers use specific features.

Analyzing and Reporting Product Malfunctions:

• Analyzing and reporting product malfunctions, such as testing different scenarios or impersonating users.
• Updating internal databases with information about technical issues and useful discussions with customers.

Monitoring Customer Feedback:

• Monitoring customer complaints on social media and reaching out to provide assistance.
• Informing customers about new features and functionalities.
• Following up with customers to ensure technical issues are resolved.

Gathering Feedback and Sharing with Teams:

• Gathering customer feedback and sharing it with the Product, Sales, and Marketing teams.

Training and Teamwork:

• Assisting in training junior Customer Support Representatives.

Requirements and Skills:

• Experience as a Customer Support Specialist or similar CS role.
• Familiarity with help desk software and remote support tools.
• Understanding of CRM systems.
• Excellent communication and problem-solving skills.
• Multi-tasking abilities.
• Patience when handling tough cases.
• A Bachelor’s degree in Information Technology or a relevant diploma.

Requirements and Skills:

• Strong communication and problem-solving skills.
• Ability to work in a high-pressure environment.
• Familiarity with proprietary software.
• Leadership skills.
• Ability to learn quickly.
• Strong computer skills.

Job Types: Full-time