Customer Support Specialist

We are seeking a dedicated Customer Support Agent to join our team. In this role, you will be responsible for resolving clients' queries professionally and providing exceptional support through various channels, including chats, emails, and phone calls. Your mission is to enhance our service coverage for English-speaking clients, ensuring they receive timely and effective assistance.

Responsibilities

• Efficiently responds and communicates with clients to understand and service their needs via live
• Effectively analyses customer data to make appropriate recommendations and problem resolutions
• Resolve product or service concerns by clarifying the customer's problem; determining the cause; selecting and explaining the best solution to solve the problem expediting correction or adjustment; following up to ensure resolution
• Demonstrates excellent customer service by facilitating positive long-term relationships and a high potential for repeat business
• Builds rapport with clients and effectively diffuses conflict and opposition
• Contributes to team effort by accomplishing related results as needed
• Committed to meeting quality standards in processing customer adjustments

Requirements

• Proficiency speaking and writing in English and Ukrainian
• Computer literacy
• Able to identify ways of solving the problem and present the solution in a verbal and written manner
• Strong interpersonal skills
• High level of professionalism
• Attention to detail and punctuality
• Own a laptop (Windows with a minimum of 16Gb RAM Memory or Apple Mac 2015 model onwards.)
• Stable internet connection

We offer

• 10 paid sick leave shifts per year
• 160 paid vacation hours per year
• Medical insurance after the probation period
• Compensation for professional education, language learning
• Compensation for a sports subscription or sports equipment

Role mission

To deliver exceptional service by addressing customer inquiries and resolving issues with professionalism, empathy, and efficiency.

Requirements hard skills

Basic knowledge of work with Google framework (Disc, Sheets, Docs). Experience of resolving difficult issues.
Experience of communication with angry clients.
Understanding of empathy. Understanding of customer service with ability to identify weak areas.
Knowledge of best CS practice.
Math skills

Requirements soft skills

Customer first
Trust
Passionate about work
Continuous learning
Result driven
Ownership

Analytical skills
Critical thinking

Responsibilities

- Handle any incoming customer inquiry within the set time range via different communication channels: live chat, messengers, CRM system, phone;
- Identify customers’ needs to achieve customer satisfaction;
- Manage standard inquires in the ticket system and escalate the ones that require deeper investigation to the relevant department or specialist.