Job Description

Role Overview

As a Customer Service Specialist, the successful candidate will be responsible for providing exceptional support to customers by responding to inquiries, resolving issues, and ensuring a positive experience through timely and professional communication via phone, email, and chat. They will document customer interactions, provide product information, troubleshoot technical issues, and follow up with customers to ensure satisfaction, while maintaining accurate records and collaborating with other teams to drive continuous improvement and customer loyalty.

Key Responsibilities

Respond to Customer Inquiries - Answer customer queries via phone, email and chat in a timely and professional manner, providing accurate information and support.

Resolve Customer Complaints - Efficiently resolve customer complaints and issues, ensuring a positive experience and maintaining customer loyalty.

Document Customer Interactions - Maintain detailed records of customer interactions and transactions.

Provide Product Information - Offer guidance on products and services, troubleshoot technical issues, and provide solutions.

Follow-up with Customers - Ensure customer issues are resolved and satisfaction is achieved.

Cross-Functional Collaboration

Field Service, Sales, Products and Marketing Teams - Collaborate to ensure consistent messaging and a unified customer experience.

Product Development Team - Share customer feedback to drive continuous improvement and product enhancements.

Other Departments - Escalate complex issues and provide training and overviews to new hires

Skills & Experience

Essential:

Customer Service Experience - Previous experience in a customer service role or customer facing role Excellent Communication Skills - Clear and concise verbal and written communication. Problem-Solving Abilities - Strong analytical and problem-solving skills to address customer inquiries effectively. Technical Skills - Proficiency in customer relationship management (CRM) software and help desk software. Time Management - Ability to handle multiple customer interactions efficiently and prioritize tasks effectively.

Desirable:

Experience in the mental health, healthcare, or specialist door/hardware industry. Experience in a customer service role within construction, healthcare, or product installation environments.
Job Types: Full-time, Permanent

Pay: 28,000.00-30,000.00 per year

Benefits:

On-site parking
Work Location: In person

Reference ID: CSS/NM/001