Job Description

Customer Support Specialist

- Responding to customer queries in a timely and accurate way, via phone, email or chat

- Identifying customer needs and helping customers use specific features

- Analyzing and reporting online health of the brand

Job brief

We are looking for a Customer Support Specialist to assist our customers with technical problems when using our products and services, responding to questions and comments on all social media platforms. You will be working very closely with the marketing and social media team.

The Customer Support Specialist will also be resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who\'s able to earn our clients\' trust.

Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

Responsibilities:

- Respond to customer queries in a timely and accurate way, via phone, email or chat

- Identify customer needs and help customers use specific features

- Analyze and report product malfunctions

- Update our internal databases with information issues and useful discussions with customers

- Monitor customer complaints on social media and reach out to provide assistance

- Share feature requests and effective workarounds with team members

- Inform customers about new features and functionalities

- Follow up with customers to ensure their technical issues are resolved

- Gather customer feedback and share with our Product, Sales and Marketing teams

Requirements and skills:

- Experience as a Customer Support Specialist or similar CS role

- Familiarity with our industry is a plus

- Experience using help desk software and remote support tools

- Understanding of how CRM systems work

- Excellent communication and problem-solving skills

- Multi-tasking abilities

- Patience when handling tough cases

- BSc in Information Technology or relevant diploma

IIM Jobs