Customer Support Specialist
4 weeks ago
We are seeking a highly skilled Customer Support Specialist to join our team at Carlysle Human Capital. As a key member of our support team, you will be responsible for providing exceptional customer service and support to our clients.
Key Responsibilities:
- Frontline product support: Attend to incoming requests, escalate investigative queries, log time correctly, and ensure ticket administration is accurate.
- Support inbox management: Allocate tickets to correct departments/consultants, monitor the support inbox consistently, and ensure it remains updated.
- Client chats: Respond promptly to IM chat queries, follow internal SOPs, and open tickets related to chat discussions.
- Customer engagement: Investigate and resolve client queries, communicate effectively via email, phone, and IM chats, and provide high-quality customer support.
- Ticket/inbox management: Upskill through mentorship, training sessions, and product familiarization testing, manage tickets efficiently, and escalate client complaints correctly.
Requirements:
- Experience working in collaborative teams and prior experience in a frontline team.
- Prior experience in tourism is advantageous.
- Strong software application knowledge, excellent English language skills, typing speed (>45wpm), high attention to detail, and a sense of urgency to meet SLAs.
- Passionate about customer service, excellent documentation and admin skills, and an inquisitive attitude towards learning.
Benefits:
As a Customer Support Specialist with Carlysle Human Capital, you can expect a competitive salary of approximately $60,000 - $80,000 per annum, depending on location and experience.
This role offers opportunities for growth and development within the company, as well as access to relevant assessments and training programs.
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