Client Engagement Specialist

1 week ago

Staten Island, New York, United States Teleperformance USA Full time

Position Overview:

The role of a Customer Success Specialist is crucial as businesses increasingly rely on digital platforms for customer interaction. This position involves addressing customer inquiries, providing tailored solutions, and guiding users through the features and functionalities of our services to ensure high levels of customer satisfaction with our advertising and promotional offerings.

Key Qualifications:

  • Demonstrated professional customer service abilities; a solutions-oriented mindset, multitasking skills, a passion for customer satisfaction, and a commitment to delivering exceptional service.
  • Previous experience in customer-focused environments, consulting, or operational roles.
  • Strong ability to adhere to processes and collaborate effectively within a team.
  • Excellent written and verbal communication skills in both native and English languages.
  • Basic proficiency in computer operations.

Preferred Qualifications:

  • Experience in inbound calls, email, and chat support is advantageous.
  • Exceptional grammar and typing accuracy in business communications.
  • Ability to maintain patience while managing challenging situations.
  • High cultural awareness and understanding of the political/social landscape relevant to the supported market/region.
  • Flexibility in adjusting work schedules as needed.

Core Responsibilities:

  • Timely and accurately resolve customer inquiries through inbound calls, emails, or live chat.
  • Identify customer needs and assist them in navigating specific features and functionalities of our platform.
  • Follow up with customers to ensure their technical issues are effectively addressed.
  • Maintain comprehensive knowledge of client products and community standards.
  • Utilize market-specific insights to identify scalable solutions that enhance customer support.
  • Recognize inefficiencies in workflows and propose actionable solutions.
  • Collect, analyze, and leverage relevant data to enhance the overall user experience.
  • Identify trends and patterns, escalating issues that fall outside company policy to the global team.

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