Customer Service Specialist

ROLE
You will be the one who interacts with customers on behalf of a company, usually to answer questions or resolve problems related to the company’s products or services. Your primary goal is to ensure that customers are satisfied with the company’s offerings and that their needs are met.

To be successful in your role, you need to have excellent communication skills, both verbal and written, and be able to empathize with customers to understand their concerns. You should also be patient, persistent, and have strong problem-solving skills to resolve issues effectively. Additionally, proficiency in computer applications and the ability to multitask are valuable traits.

Responsibilities:

Responding to customer inquiries via phone, email, chat, or social media
Assisting customers with product or service-related issues
Providing information about products, services, and company policies
Processing orders, refunds, or replacements
Resolving customer complaints or escalating issues to management when necessary
Maintaining customer records and updating databases
Identifying opportunities to upsell or cross-sell products or services to customers
Collaborating with other departments, such as sales or marketing, to address customer needs.
Identify and assess customers’ needs to achieve satisfaction
Build sustainable relationships and trust with customer accounts through open and interactive communication
Provide accurate, valid and complete information by using the right methods/tools
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
Keep records of customer interactions, process customer accounts and file documents
Follow communication procedures, guidelines and policies
Take the extra mile to engage customers

Results:
Achieve targeted KPI´s:
Boost customer satisfaction
Increase customer retention
Lower average resolution time
Clear and effective communication so the COO and CEO are fully up to date every day

Requirements and skills:
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 multitask, prioritize, and manage time effectively
High critical thinking skills
High problem solving skills
Excellent interpersonal skills
Highly committed professional and extremely loyal to the business
Proactive
Teamplayer
Adaptable to changes

Device requirements:
10 Mbps Internet connection
Intel core i3 (6th to 12th gen), i5, i7 or AMD equivalent is highly required