Customer Service Specialist (L2)

Job Description:

We seek a highly skilled and experienced Customer Service Specialist to join our team. This position is critical in handling manager callbacks and high-priority cases to ensure exceptional customer support and swift resolutions.

Responsibilities:

• Independent Work: Demonstrate the ability to work independently and efficiently, taking ownership of assigned tasks and cases.
• Decision-Making: Make informed and responsible decisions, utilizing extensive knowledge and expertise in customer service to resolve complex issues.
• Customer Communication: Communicate with customers in a professional and empathetic manner, ensuring their needs and concerns are addressed effectively.
• Problem-Solving: Utilize problem-solving skills to identify root causes of issues and implement appropriate solutions.
• Knowledge and Expertise: Stay up-to-date with product knowledge, company policies, and industry best practices to provide accurate and reliable information to customers.
• Collaboration: Collaborate with cross-functional teams to resolve customer issues and provide seamless support across different departments.

Requirements:

• Experience: At least 1-3 years of experience as a Senior Customer Service Agent, handling manager callbacks and high-priority cases.
• Communication Skills: Excellent verbal and written communication skills, with the ability to interact professionally with customers and internal stakeholders.
• Decision-Making Abilities: Proven track record of making sound decisions and solving complex customer issues independently.
• Customer-Centric Approach: Strong commitment to delivering exceptional customer service and ensuring customer satisfaction.
• Problem-Solving Skills: Ability to analyze problems critically and find practical solutions to resolve them efficiently.
• Proficient in Business English (both verbal and written)
• Adaptability: Flexible and adaptable to handle various types of customer inquiries and challenges.
• Time Management: Ability to manage time effectively and prioritize tasks to meet deadlines in a fast-paced environment.