Job Summary:
The Customer Care Specialist is responsible for maintaining the integrity of customer data, managing essential documentation, and ensuring timely, professional handling of client inquiries and internal coordination. The incumbent duties will encompass Documentation and Data Management, Customer and Internal Support, and Operational Excellence. The ideal candidate is detail-oriented, highly organized, and passionate about efficient administrative processes.
Job Duties:
- Maintain accurate records of customer interactions and activity in the Customer Relationship Management (CRM) system.
- Ensure accurate and up-to-date documentation of all customer interactions and administrative follow-ups.
- Develop and maintain internal customer service documentation, including knowledge
base articles and FAQs, to support the team.
- Serve as an administrative point of contact for sustainment projects, providing support
and facilitating customer calls as needed.
- Address routine customer inquiries and administrative concerns in a timely and
professional manner.
- Confidently engage with clients, even when immediate information is limited.
- Proactive approach to client communication, fostering positive relationships and
maintaining a high level of professionalism.
- De-escalate customers when possible, advise of potential escalations to the
management team.
- Collaborate with cross-functional teams (e.g., Product, Technical Support) to coordinate
and resolve complex customer concerns.
- Assist in monitoring and analyzing administrative customer data to identify trends in
service issues and documentation gaps.
- Provide outstanding service to ensure an effective and positive customer experience.
- Maintain proficiency in the company's product knowledge to accurately guide
administrative and basic support interactions.
Job Requirements:
- 13 years of experience in a customer service, customer experience, or administrative support role.
- Proficiency in Microsoft Office applications: Outlook, Teams, Excel, SharePoint, Word,
and PowerPoint.
- Experience with CRM tools (e.g., Salesforce, Copper, HubSpot) is an asset.
- Excellent English communication skills, both written and spoken.
- Strong customer focus and commitment to client satisfaction.
- Excel at actively listening, taking comprehensive notes on any concerns, and ensuring that all clients feel heard and supported.
- Demonstrated time management and organizational skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Collaborative and cooperative mindset; ability to work well with cross-functional
partners.
Work Conditions:
- Potential for extended periods of sitting
- Operation of desktop computer and peripherals
- Monday to Friday, 10:00 PM to 7:00 AM (GMT+8), aligning with North American business hours.
