The Customer Support Specialist is responsible for handling customer inquiries via live chat and email, assisting with account-related issues, and ensuring a smooth and positive customer experience. The ideal candidate is a proactive problem-solver with excellent communication skills and a strong commitment to customer satisfaction.
Job Description
• Respond to tier 1, tier 2, and some tier 3 customer inquiries via live chat and email, ensuring prompt and professional assistance.
• Utilize the company’s CRM system to access and update customer accounts as needed.
• Troubleshoot and resolve common customer issues efficiently, escalating more complex cases to the Customer Service Manager when necessary.
• Provide clear, courteous, and accurate information about our services, policies, and procedures.
• Work collaboratively with the Customer Service Manager to improve response times and enhance the overall customer experience.
• Maintain detailed and accurate records of customer interactions and resolutions.
• Assist with ad hoc customer service tasks, including feedback collection and process improvements
