Monthly Avg.
$1,500
Overall Objective: Ensuring the efficient and smooth operation of our company’s customer support during all sales and after-sales procedures.
A Customer Support Specialist is a professional who is responsible for handling questions, comments, and complaints regarding a particular business. Their ultimate goal is to provide positive customer experiences by enhancing relationships between them. Key responsibilities include:
- Responding to customer queries in a timely and accurate way, via phone, email, or chat.
- Identifying customer needs and helping customers use specific features.
- Analyzing and reporting product malfunctions (for example, by testing different scenarios or impersonating users).
- Updating internal databases with information about technical issues and useful discussions with customers.
- Monitoring customer complaints on social media and reaching out to provide assistance.
- Sharing feature requests and effective workarounds with team members.
- Informing customers about new features and functionalities.
- Following up with customers to ensure their technical issues are resolved.
- Gathering customer feedback and sharing it with Product, Sales, and Marketing teams.
- Assisting in training junior Customer Support Representatives.
Overall Objective: Ensuring the efficient and smooth operation of our company’s customer support during all sales and after-sales procedures.