The Customer Support Specialist is essential in ensuring customer satisfaction by providing timely and effective assistance to inquiries and issues. This role contributes to customer retention and brand loyalty through excellent service and problem-solving skills.
- Respond promptly to customer inquiries via phone, email, or chat.
- Resolve product or service problems by clarifying the customer's complaint.
- Provide accurate information about products and services.
- Document all interactions in the CRM system for future reference.
- Collaborate with other departments to resolve complex issues.
- Identify trends in customer feedback to suggest improvements.
- Excellent communication skills, both verbal and written.
- Strong problem-solving abilities with attention to detail.
- Proficient in using CRM software like Salesforce or Zendesk.
- Ability to work independently as well as part of a team.
The performance of a Customer Support Specialist is evaluated based on response time, resolution rate, customer satisfaction scores, and feedback quality from customers regarding their support experience.
Response Time
Maintain quick response times for all customer queries.
Resolution Rate
Achieve high first-contact resolution rates.
Customer Satisfaction
Consistently receive positive feedback from customers
Reports to
Customer Service Manager
Collaborates with
Product Development Team, Sales Team
Leads
- Salesforce
- Zendesk
High school diploma or equivalent; 1-2 years experience in a similar role preferred.
