Customer Support Specialist

Customer Support Specialist

Job Summary The Customer Support Specialist is responsible for providing

assistance and resolving issues across various communication

channels. This role involves handling phone calls, emails, and online

chats, as well as processing orders through multiple backend systems.

Job Description • Answering phone calls promptly and professionally, addressing customer inquiries,

concerns, and requests.

• Responding to email inquiries in a timely manner, providing accurate information

and solutions.

• Managing Facebook Chat to assist customers with queries and resolve issues

effectively.

• Process phone orders through the back-end systems of four different websites,

ensuring accuracy and efficiency.

• Ensure all order details are entered correctly and customer information is updated as

necessary.

• Taking phone orders for stores, processing transactions accurately and following

established protocols ensuring accurate order taking, including item selection,

quantity, and customer details.

Screening Criteria • Highschool diploma or equivalent combination of education and

related work experience.

• Minimum of one (1) year of experience in a Customer Service and

Back-Office role.

• Must have a stable employment history.

Required

Qualifications

• Experience in handling customer complaints and resolving conflicts diplomatically

for mitigating escalations and ensuring customer satisfaction.

• Clear and coherent in both verbal and written communication skills to effectively

interact with customers across different channels such as phone calls, emails, and

online chats.

• Ability to articulate information clearly and empathetically, while also actively

listening to customers’ concerns, is crucial for providing excellent customer service.

• Ability in maintaining a professional and courteous demeanor, even in challenging

situations, is for building positive customer relationships.

• Proficiency in using computer systems and navigating various so

ware platforms for

efficiently handling customer inquiries, processing orders, and accessing backend

systems.

• Strong problem-solving skills are essential for identifying customer issues, analyzing

root causes, and implementing appropriate solutions in a timely manner.

• Attention to detail especially when inputting orders through backend systems and

processing transactions.

• Possess a high degree of accuracy in data entry and order processing to minimize

errors and ensure customer orders are fulfilled correctly.

• Ability to thrive in a fast-paced environment and manage multiple tasks

simultaneously is crucial for success in this role.

• Flexibility in adjusting to changing customer demands and workflow dynamics

ensures responsiveness and agility in delivering exceptional customer service.

Desired

Qualifications

• Familiarity with customer relationship management (CRM) so

ware.

• Experience working in a retail or e-commerce environment.

Acceptable

Communication

Skills

Advance Acceptable

Essay Quality

Well Written