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Job Brief
We’re looking for a customer-focused and results-driven Customer Service Specialist to join our team.
The ideal candidate will have excellent communication skills, a strong customer service mindset, and a passion for resolving customer issues and delivering exceptional experiences.
Responsibilities
- Respond to customer inquiries and resolve issues via phone, email, chat, and other channels
- Provide timely and accurate solutions to customer complaints, concerns, and requests
- Utilize problem-solving skills to resolve complex customer issues and escalate when necessary
- Document customer interactions and updates in our CRM system
- Collaborate with internal teams to resolve customer issues and improve overall customer experience
- Meet and exceed customer service metrics, including first call resolution, customer satisfaction, and net promoter score
- Stay up-to-date with product knowledge and industry trends to provide accurate and helpful information to customers
- Identify and report on trends and patterns in customer feedback to improve processes and products
Requirements and Skills
- High school diploma or equivalent required; Associate's or Bachelor's degree preferred
- At least 1 year of experience in a customer service environment, with a proven track record of achieving performance targets
- Excellent communication, active listening, and problem-solving skills
- Ability to work in a fast-paced environment, with a focus on achieving results and meeting deadlines
- Strong customer service skills, with a customer-centric approach to resolving issues and improving experiences
- Ability to work varying shifts, including evenings, weekends, and holidays as required
- Proficiency in CRM software, ticketing systems, and other customer service technology platforms
- Strong time management and organizational skills, with the ability to prioritize tasks and manage multiple projects simultaneously
Frequently Asked Questions
What is a Customer Service Specialist?
What does a Customer Service Specialist do?
A Customer Service Specialist is responsible fo:
- Resolving complex customer complaints and issues
- Providing product or service information to customers
- Identifying and implementing process improvements to increase customer satisfaction.
They also collaborate with other teams to resolve customer issues, provide feedback to improve customer service processes, and may assist in training and mentoring junior customer service representatives.
What should you look for in a Customer Service Specialist resume?
When reviewing a Customer Service Specialist resume, consider:
- Customer service experience: Look for experience in a customer-facing role, preferably in a customer service or related field.
- Problem-solving skills: The ability to resolve complex customer complaints and issues in a timely and professional manner is essential.
- Product knowledge: Familiarity with products or services offered by the company is important.
- Communication skills: Excellent communication and interpersonal skills are necessary to interact with customers, colleagues, and stakeholders.
- Analytical skills: The ability to analyze customer feedback and identify areas for process improvement is critical.
- Certifications: Consider certifications such as Certified Customer Service Specialist (CCSS) or Certified Customer Experience Professional (CCEP).
- Technical skills: Proficiency in customer service software, CRM systems, and other relevant technologies is a plus.