Customer Support Specialist

JOB SUMMARY: (Brief description of why the position exists or the overall purpose of the job.)

Provides voice and back office support to teams, related but not limited to:

• Communication Management

• Order Management

JOB RESPONSIBILITIES: (Describes the results for which the position has an on-going accountability.  Accountabilities are statements of the important end results, which the job needs to achieve to justify its existence. Each accountability statement should relate to a single end result which must be accomplished and to which some measurement of performance can be applied.)

Problem Solving

resolve product and service problems by clarifying the concern; determining cause; selecting and explaining the best solution; following up to ensure resolution through various communication channels

identify and assess customer needs to achieve satisfaction

Communication Management

handle customer communication and/or concern through various channels (i.e. calls, chat, emails, etc.)

follow communication procedures, policies and guidelines

Order Management

handle customer order requests received from various channels

follow order processing procedures, policies and guidelines

Teamwork

contribute to team effort by reaching related results as needed

recommend potential products/services to management by collecting customer information and analyzing customer needs

build sustainable relationships of trust through open and interactive communication within the team

Perform additional tasks or projects assigned

JOB SPECIFICATIONS

 The candidate must have:

at least two (2) years telemarketing and phone sales experience ;

a competitive communicative competence;

experience using CRM/Sales software preferred;

strong sense of commitment to the organization’s goals and values;

high flexibility in shifting schedule and extended working hours;