Jobs and Careers

Customer Service Specialist

UKRemotefull_timeVerifiedPosted 14 Nov 2024

About the role

This is a remote position.

Schedule: We work out a shift schedule across the team and would work this hire into a shift. Most likely it would be 9am-6pm PT 5 days a week.(between 1am and 10am Manila Time)

Job Description:

The Customer Service Specialist is dedicated to providing exceptional service to customers. They strive to make every interaction memorable through inbound calls, emails, or chats. They take ownership of all customer interactions and are committed to finding the best outcome for each inquiry. As the company's voice, they advocate for customers and ensure that all established Service Level Agreements are met.

Responsibilities:

Respond to customer inquiries via email, chat, and phone, ensuring a positive customer experience.
Identify customer needs, research issues, resolve complaints, and provide effective solutions.
Create and maintain records of daily problems and the actions taken to resolve them.
Troubleshoot fundamental technical issues, providing guidance and support to customers.
Work proficiently across various software platforms, including internal tools and customer relationship management (CRM) systems.
Collaborate constructively with colleagues from other organizational units and third-party partners to enhance customer satisfaction.
Follow established processes and document customer feedback accurately.
Meet daily qualitative and quantitative targets for yourself and your team, achieving service, productivity, and quality objectives.
Stay updated on industry trends, especially related to electric vehicles (EVs), to provide informed support to customers.

Skills Required:

3+ years of experience in a customer support role or similar customer-facing position.
Excellent verbal and written communication skills, with the ability to adapt communication styles to different customers.
Strong problem-solving and troubleshooting skills, with the ability to think quickly and offer practical solutions.
Familiarity with electric vehicle technologies and their components is highly desirable.
Ability to work independently and as part of a team.
Strong phone contact handling skills and active listening abilities.
Willingness to become a Subject Matter Expert through continuous learning about products and industry developments.
Background in Software or IT products, with a focus on technical support.
Experience with Zendesk or similar customer support tools is ideal.