Customer support specialist
4 days ago
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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