Customer Service Specialist

Position Overview

As a Customer Service Specialist at OnSpot Global, you will be responsible for providing top-tier customer support services on behalf of our clients. This role plays a pivotal part in ensuring client satisfaction, resolving customer issues, and maintaining a positive brand image. In this position, you will have the chance to work with various clients and contribute to their success.

About the Role

A Customer Service Specialist is a seasoned professional who serves as a customer service expert and potential team leader. The role is about handling complex customer inquiries and issues, leading customer service initiatives, and contributing to the overall success and growth of our customer service team. A Customer Service Specialist will be a key player in ensuring customer satisfaction and loyalty.

Duties and Responsibilities

• Customer Support Excellence: Provide top-tier customer service, addressing inquiries, resolving issues, and ensuring a positive customer experience throughout the moving process. This may involve technical problem-solving, providing instructions, or escalating complex issues to higher-level support.
• Inbound/Outbound Calls: Handle incoming customer calls and make outbound calls as needed to address customer concerns or provide information.
• Client Relationship Management: Build and maintain strong relationships with clients, acting as their primary point of contact for support and information.
• Strategy Development: Develop and implement customer service strategies that align with company and client goals and objectives.
• Conflict and Issue Resolution: Effectively address customer concerns, resolve complaints, and find mutually beneficial solutions, demonstrating strong conflict resolution and problem-solving skills.
• Chat Support: Provide advanced chat support, handling complex customer inquiries and resolving issues efficiently. Analyze chat support data to identify trends and opportunities for improvement. Develop and implement new chat support tools and processes.
• Technical Proficiency: Representatives must be proficient in using various software, CRM systems, and tools to effectively assist clients. They may provide advanced technical support and troubleshooting for complex customer issues, products and services.
• Problem Solving: Identify and resolve customer issues efficiently and effectively, using your problem-solving skills and product knowledge.
• Process Improvement: Contribute to process improvement initiatives to enhance customer satisfaction and operational efficiency.
• Data-Driven Self-Quality Assurance: Proactively identify and address areas for improvement in service delivery by analyzing trends, patterns, and key performance indicators leveraging data analytics.

Job Qualifications:

• Excellent verbal and written communication skills, ability to build rapport with clients, and resolve conflicts effectively. (American accent preferred).
• Demonstrate a minimum of four (4) years of BPO experience in a customer service leadership role or mid-level role, with a proven track record of driving customer satisfaction and loyalty.
• Strong leadership and team management skills, including the ability to motivate and inspire team members.
• Strong ability to communicate effectively and confidently with clients, conveying ideas and thoughts clearly and persuasively
• Deeply rooted commitment to providing exceptional customer experiences and building strong relationships with clients.
• Exceptional problem-solving and analytical skills to effectively address complex customer issues and challenges.
• Strong understanding of customer relationship management (CRM) systems, contact center technologies, and relevant industry software.
• Proven ability to collaborate effectively with teams across different departments and functions.
• Experience leading and managing organizational change initiatives.
• Proven ability to mentor and develop team members.
• Ability to work flexible shifts, including US time zones.
• Analyze chat support data to identify trends and opportunities for improvement. Develop and implement new chat support tools and processes.
• In-depth knowledge of chat support best practices and technologies.

Cultural Fit:

At OnSpot Global, we prioritize a unique blend of creativity, innovation, and collaboration. We seek individuals who are:

• Passionate about our company's mission and values.
• Entrepreneurial-minded and willing to take risks.
• Collaborative and team oriented.
• Adaptable and ability to handle the fast-paced and often unpredictable nature of a startup environment.
• Maintain a positive attitude and persevere through setbacks.
• Demonstrate the ability to bounce back from challenges and maintain a strong work ethic.
• Embrace and adapt to rapid changes and evolving processes within a startup environment.
• Be able to adapt to changing clien

Job Type: Full-time

Pay: Php22, Php25,000.00 per month

Benefits:

• Work from home

Work Location: Remote