Customer Support Specialist
Job Description Template

Job Overview

We are looking for a Customer Support Specialist for our team. To excel in this role, you should be excellent in verbal and written communication. You are expected to have a thorough knowledge of the products and services offered by the company. 

You will be in direct contact with the customers. You also will be accountable to troubleshoot any problem and issues occurring to the customers regarding the products in a timely fashion.

If you consider yourself suitable for this role, please do apply.

Responsibilities

• Maintain a good relationship between customers and the company.

• Provide detailed information about the products and services offered to the customers.

• Communicate effectively with the customer support team.

• Open and maintain customer account with all the desired account information.

• Listen to customer complaints and provide adequate solutions for their problem via phone or email.

• Propose potential products or services to top management to gather customer information and analyze customer needs.

• Achieve sales targets productively.

• Train the junior staff on improving customer satisfaction.

• Handle and manage surveys in regards to resolving customer service problems.

• Keep the record of customers and follow-up with them on a timely basis for better customer experience.

Requirements

• Bachelor's degree in Business Administration or relevant field. High school diploma candidates with the required experience can also be considered.

• 2 years of experience as a Customer Service Specialists or Customer Service Representative.

• Outstanding experience in working with customers via telephone, email, and chats.

• Proficiency in using remote support tools, help desk software and CRM software like Zoho, Hubspot, and Salesforce.

• Excellent verbal and written communication skills.

• Proficient in MS Office.

• Quick decision-making skills.

• Excellent time management and organizational skills.

• Ability to multitask.

• Outstanding negotiation and conflict-resolving skills.

• Ability to work under pressure and prioritize tasks.

• Ability to work in a team with a positive attitude.

• Excellent customer service skills.