Customer Support Specialist

The Customer Support Specialist is responsible for providing exceptional support to customers, addressing inquiries, resolving issues, and ensuring overall performance.

Responsibilities

• Support the establishment and maintenance of quality assurance processes to monitor and improve the quality of customer interactions.
• Assist customers in resolving issues and problems, escalating complex cases to higher-level support as needed.
• Track key performance indicators (KPIs) to measure customer satisfaction.
• Assist with the development and implementation of policies and procedures that ensure efficient Customer Services operations.
• Accurately record and document customers issues, feedback, and resolutions for reference and analysis.
• Collect customers feedback and insights to understand pain points and areas for improvement, ensuring a customer-centric approach.
• Assist with defining processes for new customers in getting started with products/services, offering guidance and training to the customers as needed.
• Analyse customer feedback to identify areas for improvement and collaborate with the team to enhance customer support processes.
• Uphold company values throughout business practices and use sound judgment in decision making.
• Any other additional duties as may be required by management based on needs of the business

Requirements

• A minimum of 3 to 5 years in related field.
• Proven experience in customer relationship management, account management, or related role.
• Relevant bachelors degree in a related field.