Job description
Lumina Global Services is seeking a Customer Service Specialist to join our NYC team. In this role, you will be the primary point of contact for customers across channels, delivering empathetic, accurate, and timely support to help customers succeed.
We foster a collaborative culture that values curiosity, accountability, and growth. If you thrive in a fast-paced environment and enjoy turning challenges into solutions, this is the role for you.
Responsibility
- Respond to customer inquiries via phone, email, chat, and social media in a timely, empathetic, and accurate manner.
- Resolve product or service issues by clarifying the customer's concern, identifying root causes, offering solutions, and following up to ensure satisfaction.
- Document all interactions comprehensively in our CRM to maintain a complete customer history.
- Collaborate with Sales, Product, and Logistics teams to ensure customer needs are met and expectations are managed.
- Maintain up-to-date knowledge of products, policies, and promotions to provide accurate guidance.
- Identify opportunities to upsell or cross-sell relevant products and services when appropriate and beneficial for the customer.
- Escalate complex issues to the appropriate team and monitor progress until resolution.
Qualification
- High school diploma or equivalent; bachelor's degree preferred in a related field.
- 1-3 years of customer service experience in a fast-paced environment.
- Excellent verbal and written communication skills with a customer-first mindset.
- Proficiency with CRM software (e.g., Zendesk, Salesforce) and basic MS Office skills.
- Strong problem-solving abilities and the ability to manage competing priorities.
- Ability to work independently and as part of a collaborative team.
- Comfort with multi-channel support and a positive, professional attitude.