Customer Support SpecialistUmbrella BPO • El Paso, TX, US

Customer Support Specialist

Umbrella BPO • El Paso, TX, US

22 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 • El Paso, TX, US

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