As a Customer Support Specialist at Young Globes, you will be the primary point of contact for our customers, ensuring their satisfaction and addressing any inquiries or concerns they may have. You will play a crucial role in maintaining positive customer relationships and enhancing the overall customer experience.
Key Responsibilities:
Customer Assistance: Respond to customer inquiries via phone, email, chat, or social media in a timely and professional manner. Provide accurate information about our products/services, pricing, features, and technical specifications. Assist customers with account-related issues, billing inquiries, order tracking, and product troubleshooting.
Issue Resolution: Listen to customers' concerns and complaints, empathize with their experiences, and work proactively to resolve issues to their satisfaction. Escalate complex or unresolved issues to appropriate departments or supervisors for further investigation and resolution. Follow up with customers to ensure that their issues have been addressed effectively.
Product Knowledge: Develop a deep understanding of our products/services, including their features, functionalities, and benefits. Stay informed about product updates, new releases, and industry trends to provide accurate and up-to-date information to customers. Educate customers on how to use our products/services effectively to maximize their value and benefits.
Documentation and Reporting: Maintain detailed and accurate records of customer interactions, including inquiries, complaints, resolutions, and feedback, in the customer relationship management (CRM) system. Generate reports and analyze data to identify trends, patterns, and opportunities for improvement in customer support processes and procedures.
Customer Advocacy: Advocate for the needs and interests of customers within the company, serving as their voice and championing their interests in product development, service enhancements, and process improvements. Provide feedback to internal teams based on customer insights and experiences to drive continuous improvement and innovation.
Qualifications:
Bachelor's degree or equivalent work experience.
Previous experience in customer service, support, or related field preferred.
Excellent communication skills, both verbal and written.
Strong problem-solving abilities and attention to detail.
Empathy and patience in dealing with customers' concerns and issues.
Ability to work independently and collaboratively in a fast-paced environment.
Proficiency in using CRM software, helpdesk tools, and other customer support platforms.
Flexibility to work occasional evenings, weekends, or holidays as needed.
Job Type: Full-time
Pay: $20.00 - $24.00 per hour
Work setting:
Ability to Commute:
- New York, NY 10001 (Preferred)
Ability to Relocate:
- New York, NY 10001: Relocate before starting work (Preferred)
Work Location: In person