Role: International Customer Support Specialist
Experience : 2-4 Years
Shift: 24/7 work environment with rotating weekly time off. Must be able to work permanent night shifts or assigned rotational shifts.
Education: Graduation Mandatory
Location: Hyderabad
Notice Period: Immediate / 30 Days
Work Mode: Work From Office
Job Summary:
- Experience Level: 2-4 years of relevant customer service or support experience, with a focus on U.S. clients
- As a Customer Support Specialist at Zenwork Inc., you will be the frontline in delivering exceptional customer service to our U.S.-based clients.
- Your role involves assisting customers with their inquiries, resolving issues, and ensuring a positive experience.
- You'll handle multiple tasks, such as answering questions via Salesforce, chat, or email, and develop problem-solving skills to address customer needs efficiently.
- With comprehensive training, you'll gain the expertise to thrive in a dynamic work environment while consistently providing top-quality service.
- This role also offers the opportunity to contribute to process improvements by suggesting new ideas.
- You'll need to be adaptable, as the job requires working in various shifts, including night shifts.
- If you're eager to learn, motivated to help others, and ready to embrace a fast-paced work environment, this position is an excellent opportunity to advance your career.
What You'll Bring:
- 2+ years of experience in customer support, preferred with U.S.-based clients.
- Proficiency in MS Excel
- Excellent written and verbal communication skills, with a focus on delivering clear and professional interactions.
- Strong problem-solving abilities and a customer-centric mindset, ensuring high levels of customer satisfaction.
- Ability to manage multiple tasks simultaneously and maintain a high level of attention to detail.
- Familiarity with CRM systems and workflows, with a preference for experience in Salesforce.
Responsibilities & Requirements:
- Manage customer support inquiries efficiently across email and chat, adapting between channels as needed to meet business demands.
- Review, analyze, and resolve critical customer queries with precision to ensure customer satisfaction and adherence to SLAs.
- Communicate customer feedback, feature requests, and suggestions for process improvements to the product team.
- Capable of handling multiple chats simultaneously.
- Maintain zero open tickets policy by resolving or appropriately escalating issues by the end of each day.
- Track and report on customer pain points, providing actionable insights for process improvements.
- Proficiently use MS Word for document preparation and customer communication.
- Work effectively in a fast-paced environment, managing SLAs and TATs to meet customer expectations.
