▷ 15h Left: Customer Support Specialist
4 days ago
We are looking for a dynamic and detail-oriented Customer support specialist to manage customer interactions and provide exceptional service. The ideal candidate will serve as the primary point of contact for customers, ensuring their queries are resolved efficiently while maintaining high levels of satisfaction. This role requires strong communication skills, problem-solving abilities, and a commitment to delivering a seamless customer experience.
Key Responsibilities:
- Customer Interaction: Handle inbound and outbound customer queries via phone, email, or chat channels. Provide accurate information about products, services, and policies to resolve customer concerns.- Issue Resolution: Identify and troubleshoot customer issues, escalating complex cases to the appropriate team as needed. Ensure timely resolution of customer complaints, adhering to agreed service-level agreements (SLAs).- Documentation and Reporting: Maintain detailed records of customer interactions, feedback, and resolutions using the company’s CRM system.Generate reports on customer support metrics and provide insights for continuous improvement.- Process Adherence: Follow established procedures and workflows to ensure consistent service delivery.Proactively suggest process improvements to enhance customer experience and efficiency.- Stakeholder Coordination: Collaborate with internal teams, such as sales, operations, and tech support, to address customer needs effectively.Act as a customer advocate, ensuring their concerns are represented within the organization.- Upskilling and Knowledge Management: Stay updated on company products, services, and industry trends.Participate in training sessions to improve technical knowledge and customer service skills.
Required Skills & Qualifications:
- Master’s degree in Business Administration, Finance, Operations Management, or a related field.- Certifications in process management (e.g., Lean Six Sigma, PMP) are preferred.- Minimum 10 years of experience in customer support management, with at least 5 years in senior management roles, preferably in BPO/KPO operations.- Proven track record in supply chain or logistics management, brand/product or services-related customer support.- Extensive experience in call-center operations, including knowledge of dialer technologies and customer service metrics.- Strong leadership and people management skills, with the ability to nurture and scale high-performing teams.- Deep understanding of operational processes, quality control, compliance, and customer service.- Excellent communication, interpersonal, and stakeholder management skills.- Highly analytical with the ability to employ data-driven approaches to solve complex problems.
Preferred Industry Experience:
- BPO/KPO operations with a focus on supply chain, logistics, or customer support for brand or product-based services.
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