Junior Customer Support Specialist job description

Job brief

We are seeking a detail-focused, service-driven, confident, and friendly Junior Customer Support Specialist to join our team! The ideal candidate will have demonstrated experience in providing outstanding service and assistance to customers, be adept with de-escalating and resolving customer complaints, and be polite, professional, and approachable. The focus of the role is to assist customers with general queries, along with complaints.

Responsibilities

• Be the first point of contact for customers seeking assistance.
• Listen to customers, their needs, and complaints and develop effective solutions to resolve their problems.
• Speak with customers both on the phone, via email, and, if required, in person to resolve their issues.
• Escalate serious problems to the management team.
• Ensure customers are followed up with, either by phone or email.
• Work as part of a team to achieve customer service goals and objectives for the company.
• Work in line with company operating standards.
• Keep customers' information, along with their complaint or query information, up to date and log the progress on the internal system.
• Send out resolution emails to customers once their complaint or query has been resolved.
• Think outside of the box and develop new ideas or customer initiatives that could benefit the team as a whole.
• Be polite, kind, and courteous to customers at all times, even if they are being difficult.

Requirements

• High School Diploma or above
• 2 years' experience in the customer service industry
• Detail-focused, with good computer skills
• Strong customer service skills
• Excellent communication skills, both written and verbal
• Polite and friendly nature
• Kind and helpful, able to work to company guidelines and policies
• Strong problem-solving skills