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Customer Support Specialist
Kasplo Internet
posted 16hr ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Overview
The Customer Support Specialist plays a crucial role in enhancing customer satisfaction and loyalty by providing top-notch support. This position is vital for ensuring that customers receive timely, effective assistance for any inquiries or issues they may encounter with the companys products or services. The Customer Support Specialist serves as the primary point of contact between the organization and its customers, interpreting customer needs, resolving potential problems, and ensuring a seamless experience. By employing strong communication skills, technical knowledge, and a customer-centric approach, the Specialist helps to maintain and improve the reputation of the organization. They work to identify common customer pain points and collaborate with other departments to find preventive solutions. Thus, their contribution is integral to both customer experience and organizational success.
Key Responsibilities
- Respond to customer inquiries through various channels including phone, email, and chat.
- Provide accurate, valid, and complete information by using the right methods/tools.
- Identify customer needs and help customers use specific features of the products or services.
- Manage customer complaints or concerns with empathy and professionalism.
- Follow communication procedures, guidelines, and policies for consistency.
- Document customer interactions in detail and update records accordingly.
- Assist in the onboarding of new customers and provide necessary training.
- Collaborate with team members and other departments to resolve complex issues.
- Provide feedback on the efficiency of the customer service process.
- Actively seek to improve customer service processes and report on trends in inquiries.
- Maintain customer account records by updating information quickly and accurately.
- Conduct product demonstrations for customers as needed.
- Monitor and analyze customer satisfaction and engagement metrics.
- Participate in continuous training sessions to stay updated on product changes and new features.
- Suggest product or service improvements based on customer feedback.
Required Qualifications
- High school diploma or equivalent (Bachelors degree preferred).
- Proven work experience in customer service or related field.
- Excellent verbal and written communication skills.
- Strong understanding of customer service principles and practices.
- Proficiency in using customer service software and tools.
- Ability to manage multiple tasks and prioritize effectively.
- Strong analytical skills with a problem-solving mindset.
- Prior experience in a technical support role is a plus.
- Familiarity with CRM systems and practices.
- Ability to work independently and as part of a team.
- Flexibility in working hours to accommodate customer needs.
- Empathy and patience in dealing with diverse customer backgrounds.
- Willingness to learn and adapt to new tools and technologies.
- Basic knowledge of our products and services is a plus.
- Strong interpersonal skills to foster positive customer relationships.
- Ability to remain calm under pressure and resolve conflicts effectively.
Employment Type: Full Time, Permanent
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What people at Kasplo Internet are saying
What Kasplo Internet employees are saying about work life
based on 51 employees
Flexible timing
Monday to Friday
No travel
Day Shift
Kasplo Internet Benefits
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