Customer Support Specialist
Job Summary :
As a Customer Support, you will be the primary point of contact for our internal and external customers. Providing them with the highest level of service and support.
Your main responsibilities will include resolving customer inquiries, assisting with product or service-related issues, and ensuring a positive customer experience.
This role requires excellent communication skills, problem-solving abilities, and a dedication to maintaining customer satisfaction.
Essential Duties and Responsibilities :
- Customer Interaction : Interact with customers through phone, email, chat, or in-person to address their questions, concerns, and requests.
- Issue Resolution : Identify and troubleshoot customer issues, providing solutions and guidance in a friendly and professional manner.
- Product Knowledge : Maintain in-depth knowledge of the company's products or services to provide accurate information and assistance to customers.
- Documentation : Accurately document customer interactions, issues, and resolutions in the company's CRM system.
- Customer Education : Educate customers on product usage, features, and benefits, and provide instructions and guidance as needed.
- Conflict Resolution : Handle customer complaints and disputes professionally and escalate to management when necessary.
- Technical Support : Provide technical assistance to customers and escalate technical issues to the appropriate teams.
- Feedback Collection : Collect and report customer feedback, insights, and suggestions to help improve products and services.
- Process Improvement : Identify areas for process improvement and propose solutions to enhance the customer support experience.
Minimum Requirements :
- High school diploma or equivalent.
- Proven experience in a customer support or service role.
- Basic knowledge of Microsoft Office (Outlook, Excel, Word)
- Excellent communication skills, both written and verbal.
- Empathetic and patient attitude when dealing with customers.
- Strong problem-solving and decision-making abilities.
- Familiarity with customer service software and CRM systems.
- Ability to handle high-stress situations and difficult customers professionally.
- Please note that the key tasks list detailed above is not exhaustive. Creditsafe Management / Directorship reserve the right to request that the successful candidate engage in other reasonably practicable tasks.
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