Customer Support Specialist - Female

The Customer Support Specialist at Rozee serves as the frontline representative for our commitment to delivering exceptional service and support to our customers. This role involves responding to customer inquiries, providing solutions, and ensuring customer satisfaction in a fast-paced environment. The ideal candidate excels in communication, possesses strong problem-solving skills, and demonstrates an unwavering commitment to customer care. Although this position does not require team management, it plays a vital role in enhancing the overall customer experience and contributing to team success. With a minimum of 2 years of experience in customer service or a related field, the successful candidate will utilize customer support software and tools effectively while showcasing both technical and interpersonal skills to meet various customer needs.

Responsibilities

Act as the first point of contact for customers regarding inquiries, complaints, and feedback across various communication channels, including phone, email, and chat.
Utilize customer support software such as Freshdesk or Zendesk to log and track customer interactions, ensuring all relevant information is documented correctly.
Quickly analyze customer concerns and provide effective solutions in a timely manner, directing complex issues to appropriate departments as needed.
Manage and prioritize multiple customer inquiries, maintaining attention to detail while adhering to response time standards.
Maintain an extensive knowledge of the companys products and services to give accurate information and assist customers effectively.
Foster strong customer relationships by demonstrating empathy, patience, and a positive attitude during interactions with diverse customer bases.
Collaborate with the e-commerce team to address customer concerns regarding online orders, returns, and service inquiries to ensure customer loyalty and retention.
Identify and escalate recurring issues or feedback trends to management for continuous improvement in service delivery.
Participate in training sessions and workshops to refine skills and stay updated with industry trends and customer service best practices.
Contribute to the development of FAQs and support documentation to streamline operations and improve future customer interactions.