Customer Success Specialists — Footwear retailer

QUALIFICATIONS

• A bachelor’s degree, diploma, or equivalent in any discipline
• At least 1 year of work experience in customer support in any industry
  • Experience working under an Australian account a bonus
  • With inbound email and chat experience
• Excellent written and spoken English communication skills
• Must possess customer service-oriented skills
• Passionate about communication and interacting with people
• Flexible and able to work in a fast-paced, team-oriented environment
• Able to multitask and take responsibility in challenging situations
• A critical thinker with good analytical skills and attention to detail
• Upbeat, positive, kind, and empathetic personality

RESPONSIBILITIES

The Customer Success Specialist is responsible for responding to customer requests, managing concerns, and providing specific information based on inquiries received via phone, email, and chat.

• Provide timely support to customers via phone, email, and chat
  • Assist customers with pre- and post-sale inquiries and other concerns
  • Identify and escalate priority issues to appropriate teams when necessary
• Collaborate with coworkers to improve work processes and service quality, helping promote a culture of improving the customer experience
• Keep job knowledge and skills up to date by attending training and seeking continuous learning opportunities
• Meet all key performance indicators set by the company and client
• Adheres to the policies and procedures set by the company and client
• Perform other tasks as required by the campaign