Job Overview:

We are seeking a motivated and empathetic Customer Specialist to join our customer support team. As a Customer Specialist, you will be the first point of contact for customers, providing exceptional service and ensuring their inquiries, concerns, or issues are resolved promptly and effectively. You will play a critical role in enhancing customer satisfaction, loyalty, and retention by delivering an outstanding customer experience across various communication channels.

Key Responsibilities:

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• Customer Support:

  • Respond to customer inquiries via phone, email, live chat, or social media, ensuring all queries are addressed professionally and efficiently

  • Resolve customer complaints, product issues, and service problems by identifying the cause and offering appropriate solutions

  • Maintain a deep understanding of the company’s products, services, and policies to provide accurate information and support to customers

• Problem Resolution

  • Troubleshoot issues related to orders, billing, shipping, and technical problems, collaborating with other departments as needed to resolve customer concerns

  • Escalate complex or unresolved issues to higher-level support or management when necessary, ensuring the customer receives timely feedback

• Customer Retention

  • Build and maintain strong relationships with customers by understanding their needs and offering personalized service

  • Proactively reach out to customers with follow-up communication to ensure satisfaction with resolutions or purchases

  • Assist in identifying opportunities to upsell or cross-sell products and services where appropriate

• Data Entry and Documentation

  • Accurately log and document customer interactions, issues, and resolutions in the CRM system

  • Track and report recurring issues or trends to management, providing insights into possible improvements in service, product, or processes

• Feedback Management

  • Gather and relay customer feedback to relevant teams for continuous improvement in products, services, or customer experience

  • Contribute ideas for enhancing customer service procedures based on direct customer interaction and feedback
     

Skills and Qualifications:

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• Previous experience in a customer service or client-facing role, preferably in eCommerce, retail, or a call center environment

• Strong communication skills (both verbal and written), with the ability to explain complex concepts clearly

• Excellent problem-solving skills with a proactive, solution-oriented approach

• Ability to handle a high volume of customer inquiries in a fast-paced environment

• Strong organizational skills and attention to detail, particularly in documentation and data entry

• Proficiency in customer service software (CRM systems), Microsoft Office, and communication platforms (Zendesk, Salesforce, etc.)

• Ability to stay calm and composed under pressure and manage challenging situations with patience

• High level of empathy and customer-centric mindset
   

Preferred Qualifications:
 

• Experience with eCommerce platforms, industry, tools or technologies

• Knowledge of data analysis, Customer Relationship and Conflict Resolution

• Professional working proficiency in Korean, Spanish or Japanese