Customer Experience Specialist
hace 2 semanas
Job Overview:
We are seeking a highly skilled Customer Care Specialist to join our team at Green Eagle Solutions. As a key member of our customer support team, you will be responsible for providing exceptional assistance to our clients, ensuring their needs are met and their issues are resolved promptly.
Main Responsibilities:
24/7 phone and email assistance for troubleshooting: responding to customer queries in a timely and accurate way within the guidelines of the SLA and following up to ensure they are resolved.
Escalate customer requests and incidents, when a protocol is not in place, to the next level for resolution. Monitor and follow up these cases to ensure that the other teams resolve them within SLA time.
Identifying customer needs and helping customers use specific features.
Building and nurturing a strong relationship with our clients to ensure the highest customer satisfaction.
Requirements:
Experience as a Customer Care Specialist or similar CS role.
Experience using help desk software and remote support tools: ticket management and tracking systems (such as Zendesk, Freshdesk, or Salesforce Service Cloud) to manage customer queries and issues.
Excellent communication and problem-solving skills.
Multi-tasking abilities.
Patient when handling tough cases or customers.
Customer-oriented skills.
Time management and focus on detail.
Be open-minded and able to work in a constantly changing and growing context.
Be able to communicate effectively in English (oral and written). Level C1.
Availability to work in rotating overnight shifts.
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