Customer Service Specialist, North America

About Us:
CORSEARCH
has more than 1700+ employees serving thousands of clients worldwide, and we're growing and changing rapidly. We are a fantastic company to work for — with great benefits, growth opportunities, and a terrific internal culture — and we truly believe that it's people who make us thrive. Every day, we are transforming ourselves into a better partner for our customers and a better employer for our colleagues.

We are a mission-led company, driven by a passion for making the world better and safer for our brand customers and their consumers. It's what we do. And people come to Corsearch to be challenged, developed, supported, and valued.

Behind the world's best-known brands, there's CORSEARCH

The Role:
As a Customer Service Specialist, you will play a key role in ensuring exceptional customer satisfaction by addressing inquiries, resolving issues, order entry, product & pricing assistance and providing proactive support. This position requires strong communication skills, a customer-centric approach, and the ability to navigate various customer interactions.

What this job involves:

• Customer Interaction:
• Respond to customer inquiries via phone and email in a prompt and professional manner.
• Provide accurate and detailed information regarding products, services, and policies.

• Act as the main point of contact for escalated issues and complex problem resolution.

• Administration and support:

• Entry of customer orders or instructions into internal databases and raising associated invoices, assisting with billing queries.
• Provide helpdesk and technical support and guidance for clients using self-service platforms, understanding escalation processes for non-resolvable issues.
• Product Knowledge:
• Acquire in-depth knowledge of company products, pricing, features, and usage to assist customers effectively.

• Stay informed about product & pricing updates, changes, and industry trends.

• Proactive Support:

• Reach out to customers to ensure satisfaction, gather feedback, and address potential issues.

• Identify opportunities to upsell or cross-sell products or services based on customer needs.

• Communication:

• Communicate effectively with customers, colleagues, and other departments.

• Collaborate with cross-functional teams to resolve customer queries and improve processes.

• Quality Assurance:

• Maintain a high standard of service quality in all customer interactions.

• Participate in ongoing training programs to enhance skills and stay updated on best practices.

• Documentation:

• Document customer interactions accurately in the CRM system.

• Contribute to the development and maintenance of customer support knowledge base.

• Educational Support:

• Assist customers with trails, administrative set up and troubleshooting.

• Provide guidance on self-service options and resources.

• Customer Feedback:

• Gather and relay customer feedback to relevant teams for continuous improvement.

• Identify patterns in customer issues and collaborate on preventative measures.

• Market-Specific Expertise:

• Demonstrate a deep understanding of the North America market, including cultural nuances, customer expectations, and regional trends.

• Utilize market knowledge to tailor customer service strategies and initiatives.

What you need to have:

• Proven experience in a customer service role.
• Minimum of five years of experience in customer service, with a focus on the North American market.
• Excellent communication and interpersonal skills.
• Ability to navigate customer interactions with empathy and professionalism.
• Familiarity with CRM software and customer support & order management tools.
• Problem-solving skills and a proactive approach to customer satisfaction.
• Adaptability to a dynamic and fast-paced work environment.
• Multilingual proficiency desirable, with fluency in English dialects.

Reason to join us:

• Get to be part of a growing firm where innovative techniques are encouraged. We prioritize work-life balance and employee well-being. We believe in the power of diversity to foster creativity and innovation.

Come join us, apply now...
Trusted by over 5,000 customers worldwide, Corsearch delivers AI-powered data, deep analytics, and professional services that support brands to market their assets, drive growth, and optimise brand presence against infringement.

Corsearch enables brand owners to discover, monitor and control the use and misuse of their brands and associated products and services online and is the industry market leader.

Corsearch does this in an increasingly complex global digital environment, with online brand protection solutions that cover everything from anti-counterfeiting to anti-piracy.