The Customer Support Specialist (CSS) develops a culture of Customer Excellence through timely and thorough handling of customer problems, customer issues, answering product and service questions and suggesting information about other products or services. The CSS works with our customers to remove blockers to adoption of our software ensuring they can achieve their business goals.
Key responsibilities and expectations
The role is defined, but not limited to, the following:
- Answers customer support requests via telephone, ticket or web promptly to enhance the customer experience.
- Patiently and attentively listens to customers queries and manages the resolution or connects them with the appropriate teams to address their needs
- Quickly learns the functions of the support tools and systems to log in and resolve customers’ requests
- Accurately records and logs interactions with customers and updates account information and are able to retrieve this information to create reports for management
- Resolves platform or service problems by clarifying the customers complaint, determining the root cause of the problem, selecting, and explaining the best solution to solve the problem, expediting correction or adjustment
- Works with Customer Experience management to maintain best practices for efficient communications with customers
- Address customer questions about new products or services
- Collaborates with Customer Success Managers, Onboarding & Implementation Consultants and other customer facing personnel to ensure service excellence
- Contributes to bottom line sales by increasing customer satisfaction and reducing customer churn
- Cross functional collaboration with internal and external partners and stakeholders, e.g the sales department, finance, other CX departments etc.
- Performs other duties as required
What are we looking for?
- Highly customer focused; shows a real passion for the customer experience and customer support industry
- Driven, self-starter, enthusiastic and with an “ownership” mentality
- Adaptable and ability to thrive in a fast-paced, ever-evolving environment
- Proven experience in a customer-interacting role
- Ability to collaborate with internal partners whilst co-ordinating key customer deliverables ensuring world class customer experience
- Advanced listening and verbal communication skills to understand customer's needs, and ability to respond clearly and concisely both verbally and written
- Enthusiast; strong work ethic with a positive mindset, and can-do attitude
- Influencing and negotiation skills
- Experience with JIRA software is desired
- Excellent English language skills, written and verbal. Additional languages are an advantage
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Last updated on Jul 26, 2024