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Customer Support Specialist

Customer Support Specialist

Umbrella BPOBrooklyn, NY, US
2 days ago
Job type
  • Full-time
Job description

Customer Support Specialist

As a Customer Support Specialist at Umbrella BPO, you will play a crucial role in providing exceptional support to our clients and ensuring a positive customer experience.

Key Responsibilities :

1. Customer Support :

  • Provide prompt and efficient support to clients via phone, email, chat, or via client CRM software.
  • Address customer inquiries, concerns, and issues with a high level of professionalism and customer satisfaction.

2. Technical Troubleshooting :

  • Diagnose and resolve technical issues related to BPO processes and systems.
  • Collaborate with internal teams to escalate and resolve complex technical problems.

    • 3. 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.

    • 4. Documentation :

  • 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.

    • 5. Client Communication :

  • Communicate effectively with clients to understand their needs and expectations.
  • Provide regular updates and feedback to clients regarding the resolution of their issues.

    • 6. Quality Assurance :

  • Monitor and evaluate customer interactions to ensure service quality meets or exceeds company standards.
  • Participate in quality assurance initiatives and training programs.

    • 7. Adaptability :

  • Be able to adapt and adjust to what the business needs are.

    • Qualifications :

  • Professional English fluency
  • Minimum 3 years of experience in customer support, preferably in a BPO environment.
  • Strong organizational and multitasking abilities.
  • Excellent communication and interpersonal skills.
  • Ability to handle confidential information with discretion.
  • Bachelor's Degree (Nice to have)

    • Working Conditions :

    This position may require occasional evening or weekend work to accommodate different time zones or meet project deadlines. If you are passionate about delivering exceptional customer support, have a keen interest in business process outsourcing, and thrive in a dynamic environment, we invite you to apply for the Customer Support Specialist position. Join our team and contribute to the success of our clients through outstanding service and support.

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    Customer Support Specialist • Brooklyn, NY, US