Customer Support Specialist at Umbrella BPO & Client Companies | Torre
Customer Support Specialist
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Customer Support Specialist

Umbrella BPO & Client Companies
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Emma
Emma
You will elevate client satisfaction and drive BPO process improvements through expert support.
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Full-time

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Emma of Torre.ai
 about 2 months ago

Requirements and responsibilities

OverviewAs 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 ResponsibilitiesProvide prompt and efficient support to clients via phone, email, chat, or via client CRM software (e.g., Zendesk).Address customer inquiries, concerns, and issues with a high level of professionalism and customer satisfaction.Diagnose and resolve technical issues related to BPO processes and systems.Collaborate with internal teams to escalate and resolve complex technical problems.Identify opportunities for process improvement and efficiency in customer support procedures.Work closely with team members and management to implement enhancements to existing processes.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.Communicate effectively with clients to understand their needs and expectations.Provide regular updates and feedback to clients regarding the resolution of their issues.Monitor and evaluate customer interactions to ensure service quality meets or exceeds company standards.Participate in quality assurance initiatives and training programs.Be able to adapt and adjust to what the business needs are.QualificationsProfessional English fluencyMinimum 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 ConditionsThis 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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