Customer Service Excellence Representative
1 week ago
Job Overview:
">The Junior Customer Support Specialist role is a dynamic opportunity for an individual to excel in providing exceptional customer service and support.
">Key Responsibilities:
">- Respond promptly and professionally to customer inquiries via email or phone, ensuring timely resolution of issues.
- Deliver accurate product information to assist customers in resolving basic to moderately complex problems.
- Triage customer tickets and escalate complex issues to senior team members when necessary, maintaining a high level of professionalism and discretion.
- Maintain a positive and customer-focused attitude in all interactions, consistently striving to enhance the customer experience.
- Log interactions and solutions accurately in the support ticketing system, facilitating efficient issue tracking and resolution.
Product & Knowledge Management:
">- Stay up-to-date with WorkflowMax features, processes, and updates, demonstrating a commitment to ongoing professional development and knowledge expansion.
- Assist in updating support documentation and FAQs as needed, ensuring accuracy and relevance in customer-facing resources.
- Participate in internal training sessions to expand product knowledge and customer service skills, fostering a culture of continuous learning and improvement.
Team Collaboration & Continuous Improvement:
">- Collaborate with colleagues across support, product, and success teams to solve customer queries and improve service delivery, promoting a spirit of teamwork and cooperation.
- Provide feedback from customer interactions to support continuous improvement efforts, contributing to the enhancement of customer satisfaction and loyalty.
- Suggest ideas to enhance the customer experience and streamline support processes, demonstrating a proactive and innovative approach to customer service.
Requirements:
">- Prior experience in customer service or contact centre roles is preferred but not essential, with a strong focus on transferable skills and adaptability.
- Experience using helpdesk or CRM software is desirable, with a proven ability to learn and apply new technologies effectively.
- Proficiency in Microsoft Office or Google Workspace is required, with a solid understanding of productivity tools and software applications.
Interpersonal Attributes:
">- Customer-centric and empathetic approach, with a genuine passion for delivering exceptional customer experiences.
- Willingness to learn and develop new skills, embracing opportunities for growth and professional development.
- Positive, adaptable mindset with a desire to contribute to team success, collaborating effectively with others to achieve common goals.
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