Job Description
We’re looking for a highly motivated, empathetic, and detail-oriented Customer Support Specialist to join our growing team. The ideal candidate has a passion for helping others, a positive attitude, and the ability to resolve issues efficiently.
As a Customer Care Specialist, you will be the first point of contact for our leads and customers, helping to provide outstanding support via email, phone, and video recordings. Your role will be critical in creating customer satisfaction to enhance our current 5 Star brand reputation. Working closely with the Operations Leader and Sales team, you’ll ensure our leads and customers have a seamless experience and feel valued in every interaction.
If you’re a great communicator who can handle various customers and lead inquiries with patience and professionalism, we’d love to hear from you!
Job Title
Customer Support Specialist
Work Schedule
- Afternoon shift
Job Qualifications/Requirements
- Proven 2 year plus experience in customer service or a related field.
- Excellent English communication, written and verbal, and interpersonal skills.
- Ability to handle high volumes of inquiries with a calm and positive attitude.
- Strong problem-solving skills and attention to detail.
- Familiarity with email platform FreshDesk, task/project management ClickUp, Active Campaign CRM, Kajabi Membership Portal, JustCall messaging and Stripe merchant or similar systems is a plus.
- Ability to work both independently and as part of a team.
- Very good Time Management skills so all customer care can be completed timely.
- Able to take the initiative to suggest and improve ways of doing things.
- Fast learner and really wants to learn (we have plenty of resources to help improve skills.
Job Responsibilities
- Respond promptly to customer inquiries via email, phone and video recordings.
- Identify and assess customers’ needs to provide solutions and maintain high satisfaction levels.
- Resolve product or service issues by clarifying customer enquiries/complaints, determining the cause of the challenge, and offering the best solution.
- Maintain a deep understanding of our products and services to assist customers effectively.
- Collaborate with other team members to provide accurate information and handle escalated issues.
- Document all interactions and maintain detailed records of customer inquiries, comments, and complaints.
- Meet or exceed performance metrics, including response time, resolution rate, and customer satisfaction score.
- Contact leads and members via phone or SMS messaging to confirm attendance for webinars and scheduled meetings.
- Provide clear information and respond to any questions or concerns about upcoming calls or webinars.
- Support the sales team by ensuring that appointments are properly scheduled and confirmed.
- Record and maintain accurate lead interactions, status updates, and appointment confirmations.
- Coordinate with the sales team to communicate any important lead information or scheduling changes.
- Assist with follow-up communication to ensure continued engagement from leads or members.
- Support general administrative tasks as needed, ensuring smooth daily operations.
- Preparation and improvement of SOPs (Standard/System Operating Procedures).
Good luck and God Bless!