Customer Support Specialist
2 days ago
We are seeking a highly skilled and dynamic professional to join our team in a 6-month fellowship role.
The ideal candidate will actively engage with new customers to facilitate their onboarding process and offer comprehensive solutions to their queries using customer relationship management (CRM) software. They will also maintain detailed customer records and perform various other tasks as needed to enhance the overall user experience.
Responsibilities include supporting customers via direct chat or phone, responding to all messages within a set service level agreement (SLA), following guidelines and protocols to approve and review campaigns, prioritizing responses to tickets based on urgency and complexity, and following up on all voicemail or missed chats within 24 hours.
- Support customers via direct chat or phone
- Respond to all messages within Service Level Agreement (SLA)
- Follow all guidelines and protocol to approve and review campaigns
- Prioritize responses to tickets accordingly based on urgency, level of support needed, and complexity
- Follow up on all voicemail or missed chats within 24 hours
- Great decision-making skills and judgment: Make sound decisions in the best interests of our customers and the company
- Experience with CRM/account management software: Familiarity with CRM tools to manage customer interactions and data effectively
- Dependable: Consistently adhere to shift times and schedules to ensure uninterrupted customer support
- Aware of Muslim community nuances/challenges: Understand the cultural and community dynamics that may affect our customers' experiences
- Strong communication skills: Communicate complex information in a user-friendly manner, ensuring customers easily grasp the solutions provided
- Problem solver: Demonstrate a commitment to finding innovative solutions to challenges and delivering an excellent customer experience
- Ownership: Proactively seek ways to enhance our overall user experience and improve internal processes
- Empathy: Show a strong sense of empathy towards our users, maintaining an upbeat and supportive attitude
- Relevant Experience: Have 1-2 years of Customer Service experience
- Conflict Resolution Experience: Previous experience in effectively resolving customer disputes and conflicts while maintaining a positive customer relationship
- Team Player: Collaborative mindset with the ability to work effectively in a team, supporting colleagues and contributing to a harmonious work environment
- Time Management Abilities: Strong time management skills to juggle multiple customer interactions and tasks simultaneously, ensuring all are handled efficiently and within deadlines
- Compliance Knowledge: Familiarity with industry-specific regulations and compliance standards related to online fundraising and crowdfunding platforms, ensuring that all customer interactions are in line with legal and ethical requirements
- Attention to Detail: Meticulous attention to detail in documenting customer interactions, ensuring accuracy in data entry, and preventing errors
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