Customer Support Specialist 3

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

• Clear and coherent on both verbal and written communication.
• Must be detailed-oriented.
• Familiarity with CRM software and relevant tools.
• Able to navigate different computer programs and perform basic troubleshooting.
• 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.
• Respond calmly and effectively in high-pressure situations.
• 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.
• Outstanding proficiency in problem-solving.
• Has a constructive mindset and the ability to establish rapport with customers.
• Willingness to adapt to new technologies and new tools.

Screening Criteria

• MUST HAVE STABLE EMPLOYMENT HISTORY.
• High school or bachelor’s degree in business, communications, or any related field
• At least two (2) years of experience in customer service or technical support roles
• Must have a stable employment history.