Job description
We are seeking a Customer Service Specialist to elevate customer experiences across channels. You will be a friendly problem-solver, bridging product knowledge with customer empathy. This role is ideal for a proactive communicator who thrives in a fast-paced, supportive environment.
As a member of our Customer Experience team, you will interact with customers via phone, email, and chat, ensuring issues are resolved promptly and accurately. You will also contribute to ongoing improvements by sharing feedback and helping to expand our knowledge base.
Responsibility
- Respond to customer inquiries via phone, email, and live chat with professionalism and a positive attitude.
- Diagnose and resolve product or service issues, escalating when necessary for timely resolution.
- Document all interactions in the CRM, maintain accurate tickets, and follow up as needed.
- Collaborate with Sales, Product, and Technical Support to ensure a seamless customer journey.
- Identify trends and pain points, providing actionable feedback to improve products and processes.
- Contribute to and maintain our knowledge base and self-service resources.
- Meet or exceed defined service level targets, quality metrics, and customer satisfaction goals.
Qualification
- 1+ year of customer service experience in a fast-paced environment (retail, tech, or SaaS).
- Excellent written and verbal English communication skills.
- Empathy, active listening, and problem-solving abilities.
- Proficiency with CRM and support tools (e.g., Zendesk, Freshdesk) and basic troubleshooting.
- Strong multitasking and time-management skills with acute attention to detail.
- High school diploma required; bachelor’s degree preferred.
- Team-oriented mindset with a positive attitude and willingness to learn.
- Flexible availability to accommodate customer time zones.