Customer Support Specialist

Job Description

Join us as a Customer Support Specialist, where your role is pivotal in maintaining customer satisfaction. You will handle inquiries, provide support, and offer solutions to enhance the user experience. Your contributions will help shape our customer service approach and improve our product offerings.

Responsibilities

• Act as the first point of contact for customers, handling inquiries and troubleshooting issues.
• Follow up with customers to ensure their needs have been met.
• Provide feedback to the management team on customer insights and trends.
• Work with the product team to relay customer feedback for service improvement.
• Participate in ongoing training to develop skills and knowledge related to products.
• Manage customer expectations and deliver services promptly.
• Develop and maintain strong customer relationships.
• Contribute ideas for service improvement and customer experience.

Requirements

Education

• Relevant qualification in Customer Service or Communications
• Bachelor's degree is a plus

Experience

• 3+ years of experience in customer support positions

Technical Skills

• Zendesk
• Social Media Management Tools

Soft Skills

• Empathy
• Time Management

Languages

• English: Fluent
• Xhosa: Conversational

Advantageous

• Experience with customer feedback analysis: Knowledge in handling customer feedback and implementing changes.
• Prior experience in a fast-paced environment: Comfortable working under pressure with tight deadlines.

Benefits

• Comprehensive health benefits including dental and vision
• Retirement fund contributions
• Flexible work schedule options
• Employee wellness initiatives

Company Culture

• Innovation: We value innovative ideas and encourage employees to think creatively.
• Wellbeing Focus: We prioritize the health and wellbeing of our employees with various support programs.
• Community Engagement: We believe in giving back and actively participate in community initiatives.