As the Customer Support Specialist, you will be responsible for handling questions, comments and complaints regarding a particular business. Their ultimate goal is to provide positive customer experiences by enhancing relationships between them.
Basic Qualifications:
Job Requirements:
- Strong analytical and creative-problem solving abilities and excellent interpersonal skills
- Ability to develop, manage and communicate information in a clear, organized, and highly persuasive manner
- Ability to hold your own in meetings with various heads and C-suite representatives; and speak as a thought-leader and visionary in the creator economy space
- Entrepreneurial drive and comfort working autonomously and as part of a team in ambiguous, quickly-changing environments
- Must have a mastery of using Google Workspace (particularly Google Slides and Google Sheets) in crafting stunning presentations and easy-to-comprehend reports pertinent to the project
- Data-driven when making key decisions relevant to the partnerships
Desired Education and Experience:
- Bachelor's degree in business, communications, or a related field may be advantageous.
- Practical experience with help desk software, such as Zendesk, and CRM software, such as salesforce sales cloud, may be required.
- Previous experience in a customer service role is preferred.
- The ability to respond appropriately under pressure.
- Sound judgment and excellent problem-solving skills.
- The ability to speak a second language may be advantageous.
- A positive attitude and the ability to build relationships with clients.
- The flexibility to work irregular hours, when required.
- Superb written and verbal communication skills.
Duties & Responsibilities:
- Promptly responding to customer queries via email, live chat, video, phone, and social media channels.
- Immediately escalating serious complaints or issues that you are not equipped to deal with.
- Liaising with colleagues or managers to find the best solutions to customers issues.
- Identifying common problems and escalating them to management, along with possible suggestions for improvement, wherever possible.
- Maintaining a polite, helpful, and professional manner at all times.
- Obtaining and sharing customer feedback with colleagues and other departments so that products and services can be improved.
- Familiarizing yourself with new products and services as they are introduced.
- Attending workshops and meetings as required.
- Providing training to new customer service agents.
- Respecting client confidentiality at all times.
