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customer support specialist

4 months ago

Los Angeles, United States The Gents Place Full time
Job DescriptionJob DescriptionOverview:The Customer Support Specialist plays a crucial role in ensuring customer satisfaction and retention. This position involves providing timely and effective support to customers, addressing their queries, and offering solutions to their concerns. The role is essential for maintaining positive customer relationships and promoting the company's reputation for exceptional service.Key Responsibilities:
  • Responding to customer inquiries via phone, email, and chat
  • Identifying and assessing customers' needs to achieve satisfaction
  • Resolving product or service problems by clarifying the customer's complaint
  • Providing appropriate solutions and alternatives, following up to ensure resolution
  • Keeping accurate records of customer interactions, transactions, comments, and complaints
  • Communicating and coordinating with internal departments
  • Handling customer complaints, providing appropriate solutions and alternatives
  • Ensuring high levels of customer satisfaction through excellent service
  • Managing and processing customer orders, forms, applications, and requests
  • Providing feedback on the efficiency of the customer service process
  • Guaranteeing the best possible resolution to customer concerns
  • Assisting in product development and service improvement through customer feedback
  • Participating in training to stay updated on product knowledge and customer service skills
  • Contributing to team efforts to achieve targets
  • Maintaining a positive, empathetic, and professional attitude toward customers
Required Qualifications:
  • Bachelor's degree in Business Administration, Communication, or related fields
  • Proven work experience in customer support or a similar role
  • Proficiency in CRM systems and practices
  • Excellent communication and presentation skills
  • Ability to multitask, prioritize, and manage time effectively
  • Strong phone contact handling skills and active listening
  • Ability to adapt to different personality types
  • Technical proficiency, including knowledge of help desk software, databases, and remote control
  • Understanding of customer satisfaction metrics and KPIs
  • Ability to work independently and in a team environment
  • Strong problem-solving skills
  • Empathy and patience while dealing with customers
  • Flexibility to work in shifts and extended hours when needed
  • Proactive and customer-oriented approach to work
  • Ability to remain calm under pressure and handle difficult situations