Customer Support Specialist

The Customer Support Specialist receives inquiries from end consumers via e-mail tickets.

They analyze customer requests (related to refunds, subscriptions, cancellation requests, or the status of orders) and use the tools available to properly respond to customers within a timely manner offering a one time resolution to maximize customer satisfaction.

The US Customer Support Specialist acts as a liaison, answers questions, and resolves any emerging issues that customers face using accuracy and efficiency.

The US Customer Support Specialist is a team player and takes pride in helping customers. They use patience, empathy and understand the importance of effective communication.

Success Criteria:

The US Customer Support Specialist understands their customers needs and advocates for them when necessary. The CS Specialists are naturally solution oriented and eager to provide efficient and rapid answers.

The US Customer Support Specialist shows confidence when assisting customers and asks for help when not having the best solution.

The US Customer Support Specialist has the target to ensure excellent customer service standards, respond efficiently to inquiries and maintain high customer satisfaction.

Qualifications:

Must have at least 2 years of customer support experience

Good communication skills (written and verbal)

Ability to multitask, prioritize, and manage time effectively

Ability to clearly understand customer needs and answer accordingly

Effective problem solving and decision making skills

Good understanding of technology platforms, protocols, and interfaces

Familiarity with CRM systems and practices is a plus

Previous work from home experience (preferred)

Job Duties and Responsibilities:

Assist customers and vendors with queries related to orders, products, payments via Emails

Identify and assess users needs to achieve high satisfaction maintaining a positive, empathic, and professional attitude towards users at all times.

Communicate regularly with the rest of the team and the management via Slack/Skype/Email

Meet required targets and KPIs

Convey solutions and ideas that can improve the Customer Service Experience