Customer Support Specialist

Role Overview

The Customer Support Specialist will be the front line for customer assistance, delivering responsive service, handling questions, resolving concerns, and contributing to a consistently high level of customer experience.

Key Responsibilities

• Help set up and maintain quality assurance checks to monitor customer conversations and raise service standards.
• Guide customers through issue resolution and pass more complex matters to the appropriate senior support channel when necessary.
• Monitor key performance indicators to assess customer satisfaction and service effectiveness.
• Contribute to the creation and rollout of policies and workflows that improve Customer Services operations.
• Keep accurate records of customer concerns, feedback, and the actions taken to resolve them for future review and analysis.
• Gather customer opinions and observations to identify pain points and opportunities for improvement, with a strong customer-first approach.
• Support the onboarding process for new customers by explaining products or services and providing guidance or training where required.
• Review feedback trends to find improvement areas and work with the team to strengthen support processes.
• Act in line with company values and apply good judgment when making decisions.
• Perform any other duties assigned by management based on business needs.

Requirements

• At least 3 to 5 years of experience in a relevant field.
• Background in customer relationship management, account management, or a similar position.
• A bachelor’s degree in a relevant discipline.