Customer Support Specialist

Customer Support Specialist- English Speaker

Role Overview: The successful candidate will provide exceptional customer service by handling inquiries, resolving issues, and maintaining high customer satisfaction. This role involves direct interaction with customers through various communication channels.

Key Responsibilities:

Respond to customer inquiries via email, live chat and Discord.

Resolve product or service issues by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution, and following up to ensure resolution.

Maintain customer records by updating account information accurately.

Provide accurate, valid, and comprehensive information by using the right methods/tools.

Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.

Keep abreast of new product information and upcoming product changes.

Collaborate with the technical team to resolve any technical issues faced by customers.

Participate in creating helpful customer service content like FAQs, instructional materials, and videos.

Technical Skills Required:

Proficiency in English with at least a C1 level according to the Common European Framework of Reference for Languages (CEFR), ensuring effective communication in a variety of customer interactions.

Proficiency in CRM software and customer support tools.

Strong communication skills, both written and verbal.

Ability to multitask, prioritize, and manage time effectively.

High emotional intelligence to deal with different types of customers calmly and professionally.

Knowledge of administrative procedures and systems such as managing files and records.

Desirable Skills:

Experience in handling technical support queries.

Multilingual capabilities to cater to a diverse customer base.

Previous experience in customer service or a related field.