Senior Customer Support Agent

Position Summary :

As a Process Specialist, you will be responsible for ensuring that our customers have a positive and seamless experience with our products and services. You will be the first point of contact within the team and will work closely to resolve customer issues and concerns. Your goal will be to ensure customer satisfaction and loyalty.

Key Character Traits of a Customer Support Specialist:

Excellent communication skills.

Ability to multitask and decision-making skills.

Self-driven self-motivated.

Analytical logical thinking.

Strong attention to detail.

OKR (Objective Key Results):

• Function as the primary point of contact for a customer.

• Leads solution development efforts that best address customer needs, while coordinating the involvement of all necessary company personnel.

• Meets assigned targets to achieve customer satisfaction.

• Identify opportunities to continuously improve customer experience.

• Proactively assesses, clarifies, and validates customer needs on an ongoing basis.

• Achieves customer objectives defined by company management.

• Works closely with Customer support representatives to ensure customer satisfaction and problem resolution.

• Participates and provides expertise as a member of the Customer Support Group.

• Stay up-to-date on industry trends and best practices related to customer service and experience, and incorporate these into our processes and procedures.

• Manage multiple priorities in a fast-paced environment.

• Manage and resolve customer complaints and escalate issues to appropriate internal teams when necessary.

• Mentor new customer service representatives to ensure they understand company policies and procedures and can provide excellent customer service.

• Handle difficult situations with tact and professionalism.

• Maintain a positive attitude and remain calm under pressure.

• Provide exceptional customer service and support and ensure that all interactions are conducted in a professional and courteous manner.

• Attends regular meetings and feedback sessions.

Qualifications Experience :

• Bachelor s Degree or equivalent

• 3 to 5 or more years of experience