Customer Support Specialist

2 weeks ago

Manila, National Capital Region, Philippines Zappy Full time
Overview

As a Customer Support Specialist at Zappy, you will play a crucial role in providing exceptional support to our clients and ensuring a positive customer experience. The ideal candidate is a fast learner, technically savvy, and experienced in delivering exceptional customer support.

Key Responsibilities
  • Provide prompt and efficient support to clients via phone, email, and chat via client CRM software ie. Salesforce
  • Address customer inquiries, concerns, and issues with a high level of professionalism and customer satisfaction.
  • Collaborate with internal teams to escalate and resolve complex technical problems
  • Identify opportunities for process improvement and efficiency in customer support procedures
  • Work closely with team members and management to implement enhancements to existing processes
  • Maintain accurate and detailed records of customer interactions, technical issues, and resolutions
  • Contribute to the development and updating of knowledge base articles and support documentation
  • Communicate effectively with clients to understand their needs and expectations
  • Provide regular updates and feedback to customers regarding the resolution of their issues
  • Monitor and evaluate customer interactions to ensure service quality meets or exceeds company standards
  • Participate in quality assurance initiatives and training programs
  • Be able to adapt and adjust to what the business needs are
Qualifications
  • Professional English fluency
  • Experience using Salesforce
  • Minimum 3 years of experience in customer support
  • Strong organizational and multitasking abilities
  • Excellent communication and interpersonal skills
  • Ability to work independently, prioritize tasks, and manage multiple issues simultaneously
  • Fast learner with adaptability in a fast paced environment
  • Bachelors Degree (Nice to have)
Working Conditions

This position may require occasional evening or weekend work to accommodate different time zones or meet project deadlines. If you are passionate about delivering exceptional customer support, have a keen interest in business process outsourcing, and thrive in a dynamic environment, we invite you to apply for the Customer Support Specialist position. Join our team and contribute to the success of our clients through outstanding service and support.


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