Job Brief
A Customer Service Specialist is an individual who handles customer questions, comments, and complaints about a business. They strive to create positive customer experiences and improve relationships between customers.
Job Description
- ● Respond to customer queries in a timely and accurate way, via phone, email or chat
- ● Identify customer needs and help customers use specific features
- ● Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
- ● Update our internal databases with information about technical issues and useful discussions with customers
- ● Monitor customer complaints on social media and reach out to provide assistance
- ● Share feature requests and effective workarounds with team members
- ● Inform customers about new features and functionalities
- ● Follow up with customers to ensure their technical issues are resolved
- ● Gather customer feedback and share with our Product, Sales and Marketing teams
- ● Assist in training junior Customer Support Representatives
Job Requirements
- ● Experience as a Customer Support Specialist or similar CS role
- ● Familiarity with our industry is a plus
- ● Experience using help desk software and remote support tools
- ● Understanding of how CRM systems work
- ● Excellent communication and problem-solving skills
- ● Multi-tasking abilities
- ● Patience when handling tough cases
- ● BSc in Information Technology or relevant diploma