Customer Support Specialist

Job Title: Customer Support Specialist

Company Overview: We are a dynamic and rapidly growing focused on facility maintenance. Our team is passionate about delivering exceptional products/services and ensuring an outstanding customer experience. As we expand, we are seeking a dedicated and empathetic Customer Support Specialist to join our team.

Position Overview: As a Customer Support Specialist, you will be the frontline ambassador of our company, responsible for resolving customer inquiries, issues, and complaints in a timely and professional manner. You will play a pivotal role in maintaining customer satisfaction and fostering positive relationships with our clientele.

Key Responsibilities:

• Respond promptly to customer inquiries via phone, email, chat, or social media channels.
• Identify and assess customers' needs, troubleshoot problems, and provide appropriate solutions or alternatives.
• Handle and resolve customer complaints with empathy and patience, aiming for first-contact resolution whenever possible.
• Maintain accurate records of customer interactions and transactions.
• Collaborate with other departments to escalate complex issues and ensure swift resolution.
• Stay up-to-date on product/service knowledge to effectively assist customers and provide accurate information.
• Contribute to the improvement of customer support processes and procedures.

Qualifications:

• Previous experience in customer service or a related field preferred.
• Excellent communication skills, both verbal and written.
• Strong problem-solving abilities and attention to detail.
• Empathy and patience when dealing with challenging situations or customers.
• Ability to work well independently as well as part of a team.
• Proficiency in using customer support software and tools.
• Flexibility to work in shifts, including evenings and weekends, if required.

Benefits:

• Competitive salary commensurate with experience.
• Comprehensive benefits package including health insurance, retirement plans, and more.
• Opportunities for professional development and advancement within the company.
• A supportive and collaborative work environment where your contributions are valued and recognized.