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Gemma E.
Técnica de selección de personal
A Customer Support Specialist plays a critical role in ensuring customer satisfaction by providing exceptional support and assistance to customers. They are responsible for addressing customer inquiries, resolving issues, and delivering a positive customer experience. This role requires strong communication skills, problem-solving abilities, and a customer-centric approach.
Responsibilities:
Customer Interaction:Respond to customer inquiries and issues through various communication channels (phone, email, chat, or social media). Provide prompt, accurate, and courteous responses to customer questions and concerns. Maintain professionalism and empathy when dealing with customers, even in challenging situations.
Issue Resolution: Troubleshoot and diagnose customer problems or complaints to find effective solutions.Escalate complex issues to higher-level support or other departments when necessary Follow established procedures and guidelines to ensure consistent issue resolution.
Product/Service Knowledge: Develop a deep understanding of the company's products or services to provide accurate information to customers. Stay updated on product/service updates and changes to deliver the most relevant information.
Documentation: Maintain detailed records of customer interactions and solutions provided. Document common issues and their resolutions for future reference.
Customer Feedback: Gather and analyze customer feedback to identify trends, areas for improvement, and potential product/service enhancements. Share valuable customer insights with relevant teams to drive improvements.
Cross-functional Collaboration: Collaborate with other departments such as sales, product development, and marketing to address customer needs and communicate feedback effectively.
Training and Development: Stay current on industry trends, customer service best practices, and company policies through training and self-development.
Requirements and skills:
Proven customer support experience or experience as a Client Service Representative.
Track record of over-achieving quota.
Strong phone contact handling skills and active listening.
Familiarity with CRM systems and practices.
Customer orientation and ability to adapt/respond to different types of characters.
Excellent communication and presentation skills.
Ability to multi-task, prioritize, and manage time effectively.
High school diploma.
Benefits:
Retirement Savings Plan
Paid Time Off
Sign on Bonus
Professional Development
Employee Assistance Program (EAP)
Wellness Programs
Employee Discounts
Flexible Work Arrangements
Seniority level
Entry level
Employment type
Full-time
Job function
Other
Industries
Human Resources Services
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