Job Brief
The Customer Contact Specialist plays a vital role in enhancing customer satisfaction by providing timely and accurate information regarding our products and services. This position requires exceptional communication skills, a strong customer service orientation, and the ability to resolve general inquiries and complaints. Ideal candidates should possess a background in customer support, demonstrating proficiency in handling customer interactions effectively in a fast-paced environment.
Responsibilities
- Respond to customer inquiries via phone, email, and chat, delivering accurate information about products and services.
- Utilize scripted responses to address routine questions and concerns efficiently.
- Document customer interactions and feedback in the CRM system to ensure seamless follow-ups.
- Resolve general complaints by identifying issues and providing appropriate solutions or escalations.
- Maintain a high level of professionalism while interacting with customers and colleagues.
- Collaborate with team members to improve customer service processes and enhance overall customer experience.
- Stay updated on company products, services, and promotions to provide informed responses to customers.
- Contribute to team performance by meeting or exceeding key performance indicators (KPIs) in customer service metrics.
Requirements
- Proven experience in customer service or a related field, preferably in a contact center environment.
- Strong verbal and written communication skills with an emphasis on clarity and conciseness.
- Ability to handle stressful situations and resolve conflicts with professionalism and empathy.
- Proficient in using customer relationship management (CRM) software and other relevant technology.
- Basic understanding of customer service principles and best practices.
- High school diploma or equivalent; additional certifications in customer service are a plus.
- Flexible availability, including the ability to work evenings, weekends, or holidays as needed.
Similar Job Titles
- Customer Service Representative
- Client Support Specialist
- Customer Care Agent
- Support Center Associate
- Help Desk Specialist
- Customer Relations Associate
- Contact Center Agent
- Service Desk Representative
