Customer Service Specialist

As a Customer Care Specialist, you'll be instrumental in providing support to both new and existing clients. Your primary responsibilities will include identifying "at-risk" accounts, proactively addressing service issues, and fostering client engagement to enhance retention rates and bolster our online reputation. You'll contribute to our service strategy, surpass individual KPIs, and embody our company values in every interaction.

Main Responsibilities:

• Take ownership of service issues, analyse root causes, and offer appropriate resolutions.
• Accurately document service issues in Salesforce or relevant CRM for reporting purposes.
• Manage technical and compliance complaints, adhering to procedures and notifying internal stakeholders of risks.
• Proactively engage "at-risk" clients to promote product benefits and encourage usage.
• Provide feedback to sales and service teams to enhance efficiencies and best practices.
• Improve client sentiment and online reputation by addressing dissatisfied users.

Skills and Experience:

• Essential Customer Service experience.
• Proficiency in soft sales skills, including objection handling and client needs assessment.
• Excellent listening and communication skills across varying technical levels.
• Ability to thrive in a fast-paced environment and adapt to change.
• Ownership of product knowledge.
• Effective communication across different levels of the organization.

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