Customer Support Specialist (Remote | Philippines)
Zappy
- Manila City, Metro Manila
- Permanent
- Full-time
- Provide prompt and efficient support to clients via phone, email, and chat via client CRM software ie. Salesforce.
- Address customer inquiries, concerns, and issues with a high level of professionalism and customer satisfaction.
- Collaborate with internal teams to escalate and resolve complex technical problems.Process Improvement:
- Identify opportunities for process improvement and efficiency in customer support procedures.
- Work closely with team members and management to implement enhancements to existing processes.
- Maintain accurate and detailed records of customer interactions, technical issues, and resolutions.
- Contribute to the development and updating of knowledge base articles and support documentation.
- Communicate effectively with clients to understand their needs and expectations.
- Provide regular updates and feedback to customers regarding the resolution of their issues.
- Monitor and evaluate customer interactions to ensure service quality meets or exceeds company standards.
- Participate in quality assurance initiatives and training programs.
- Be able to adapt and adjust to what the business needs are.
- Professional English fluency
- Experience using Salesforce
- Minimum 3 years of experience in customer support
- Strong organizational and multitasking abilities.
- Excellent communication and interpersonal skills.
- Ability to work independently, prioritize tasks, and manage multiple issues simultaneously
- Fast learner with adaptability in a fast paced environment.
- Bachelor's Degree (Nice to have)