BCJobs Looking for Remote Customer Support Specialist-Full Time (AMAZON) at Vancouver, British Columbia, Canada Full Time

A Customer Support Specialist is responsible for delivering exceptional customer service and support to customers, addressing their inquiries, resolving issues, and ensuring a positive customer experience through various communication channels.

Customer Support Specialist Duties And Responsibilities

• Provide prompt and professional customer support through phone, email, chat, or in-person interactions.
• Listen attentively to customer inquiries and actively engage to understand their needs and concerns.
• Provide accurate information, answers, and solutions to address customer questions or issues.
• Resolve customer complaints, concerns, or problems with patience and empathy.
• Escalate complex or unresolved issues to higher-level support or supervisors when necessary.
• Follow established customer support protocols and guidelines to maintain consistency in responses.
• Document customer interactions, inquiries, and resolutions accurately and comprehensively in a CRM or ticketing system.
• Verify and update customer information and profiles as needed.
• Monitor and track customer support performance metrics, such as response times, resolution rates, and customer satisfaction.
• Maintain knowledge of company products, services, promotions, and policies.
• Educate customers about product features, benefits, and best practices.
• Process customer orders, returns, exchanges, or other service-related tasks.
• Conduct follow-up communication with customers to ensure their satisfaction and address any outstanding issues.
• Participate in ongoing training and development to enhance customer support skills.
• Maintain confidentiality and handle sensitive customer information with discretion.

Customer Support Specialist Requirements And Qualifications

• High school diploma or equivalent; additional education or relevant certifications may be beneficial.
• Previous experience in customer support, customer service, or a related role is advantageous.
• Strong communication skills, both written and verbal.
• Empathy and active listening skills to understand and address customer needs.
• Proficiency in using customer support software, CRM systems, and communication tools.
• Effective problem-solving and conflict resolution abilities.
• Detail-oriented with strong organizational skills.
• Ability to work independently and prioritize customer inquiries effectively.
• Adaptability to different customer situations and evolving service needs.
• Knowledge of company products, services, and offerings.
• Strong interpersonal skills and professionalism in customer interactions.
• Familiarity with customer relationship management (CRM) systems and ticketing tools is a plus.
• Willingness to work flexible hours, including evenings, weekends, and holidays, as needed.

The Customer Support Specialist plays a critical role in delivering exceptional customer service and ensuring a positive customer experience through various communication channels. Strong communication skills, empathy, and a customer-focused approach are key attributes for success in this role.

Value