Customer Support Specialist

Key Responsibilities

 

• Provide frontline support to customers via various communication channels (email, chat).
• Address customer inquiries, troubleshoot issues, and provide timely resolutions.
• Ensure high levels of customer satisfaction by delivering exceptional service and support.
• Document and track customer interactions and resolutions in the CRM system.
• Collaborate with other team/ department members to resolve complex customer issues.
• Identify and escalate priority issues to appropriate departments or managers.
• Stay updated on product knowledge and Company policies to effectively assist customers.
• Assist in the development and maintenance of support resources such as FAQs and knowledge base articles.
• Participate in ongoing training and development programs to enhance customer service skills.
• Contribute to the continuous improvement of support processes and procedures.
• Assist in monitoring and analysing customer feedback to identify trends and areas for improvement.

  Requirements

• Minimum to 1 year of experience in Customer Support or a similar role;
• Excellent Communication Skills;
• Empathy and Patience;
• Problem-Solving Abilities;
• Product Knowledge;
• Technical Proficiency;
• Multi-tasking and Time Management;
• Attention to Detail;
• Positive Attitude;
• Adaptability;
• Teamwork;
• Language Proficiency;
• Conflict Resolution Skill;
• Customer Relationship Management (CRM) Tools;
• Compliance and Policies;
• Continuous Improvement Mindset;