Customer Support Specialist

JOB SUMMARY: (Brief description of why the position exists or the overall purpose of the job.)

Provides voice and back office support to teams, related but not limited to:

• Communication Management

• Order Management

JOB RESPONSIBILITIES: (Describes the results for which the position has an on-going accountability. Accountabilities are statements of the important end results, which the job needs to achieve to justify its existence. Each accountability statement should relate to a single end result which must be accomplished and to which some measurement of performance can be applied.)

1. Problem Solving

a. resolve product and service problems by clarifying the concern; determining cause; selecting and explaining the best solution; following up to ensure resolution through various communication channels

b. identify and assess customer needs to achieve satisfaction

2. Communication Management

a. handle customer communication and/or concern through various channels (i.e. calls, chat, emails, etc.)

b. follow communication procedures, policies and guidelines

3. Order Management

a. handle customer order requests received from various channels

b. follow order processing procedures, policies and guidelines

4. Teamwork

a. contribute to team effort by reaching related results as needed

b. recommend potential products/services to management by collecting customer information and analyzing customer needs

c. build sustainable relationships of trust through open and interactive communication within the team

5. Perform additional tasks or projects assigned

PRINCIPAL RELATIONSHIPS: (Persons/institutions with whom the position has direct contact:

A. Internal – e.g., Immediate Supervisor, Immediate Subordinates, etc.

• Team Lead

• Other MDM and CS Members

• Other ITSS Team Members

B. External – e.g., Consultants, applicants, customers, etc.)

• Customers

JOB SPECIFICATIONS

The candidate must have:

● at least two (2) years telemarketing and phone sales experience ;

● a competitive communicative competence;

● experience using CRM/Sales software preferred;

● strong sense of commitment to the organization’s goals and values;

● high flexibility in shifting schedule and extended working hours;

Please refer to job description.