Customer Care Specialist

Job Description

Job overview: The Customer Care Specialist plays a key role in delivering exceptional customer support by ensuring efficient issue resolution, proactive communication, and continuous service improvement. This position requires strong analytical skills, a customer-centric approach, and the ability to collaborate across teams to enhance the overall customer experience. Job purpose: Act as the primary point of contact for existing customers, ensuring a seamless support experience. Analyze, categorize, and prioritize support requests to facilitate efficient resolution. Provide solutions to support cases and maintain thorough documentation of case resolutions. Optimize internal support processes to enhance efficiency and effectiveness. Keep customers informed about the status of their support cases, ensuring clear and timely communication. Proactively identify opportunities for service improvements to enhance customer satisfaction. Manage customer improvement initiatives and collaborate with relevant stakeholders to optimize the overall customer experience. Responsibilities: Receive support requests from Customers schedulers, key users, logistic managers and IT departments via email, phone, or ticket system. Analyze support requests based on Customers documented logistic processes and requirements, gather necessary information for request handling, and classify issues according to appropriate service levels. Provide immediate solutions for Customers regarding platform access issues, software handling problems, and invoice checks. Document all support cases in helpdesk tickets. Delegate cases requiring special expertise to the responsible teams via tickets; monitor progress and ensure requested solutions are delivered. Document internal communication via related helpdesk requests in English. Job Description Maintain transparent and customer-friendly communication, providing regular updates on case progress and resolutions in the local language where appropriate. Proactively inform Customers about upcoming platform issues, planned system updates, or downtimes. Conduct regular reviews of customer support activities for specific customer IDs or logos to identify areas for improvement and propose solutions to enhance Customer satisfaction. Engage in proactive dialogue with Customers to address concerns, anticipate their needs, and ensure a high level of service. Monitor and analyze Customer metrics to identify trends and areas for proactive support. Manage Customer improvement initiatives, ensuring effective internal coordination with relevant stakeholders to enhance the overall customer experience. Main tasks: Direct customer support-related tasks. Non-direct support-related tasks: - Contribute to the goals and objectives of the team, department, and company. - Assist in onboarding of the new colleagues. - Perform mentorship of the new colleagues. - Assist managers in identifying and implementing team process improvements. - Handle crises/escalations with support from superiors. - Take responsibility for specific areas such as platform module expertise, process expertise, etc. - Maintain a high level of personal responsibility. Lead proactive stability initiatives to improve the overall customer experience. Work closely with internal stakeholders (e.g. Account Managers and Customer Value Managers, Advisors) to align proactive strategies with customer needs. Accountabilities: Ensure the effective management of the full support lifecycle, optimizing efficiency and continuously improving the level of support provided by Customer Care teams. Drive the implementation of a proactive support strategy, minimizing customer-impacting issues through preventive measures and continuous monitoring. Uphold and integrate company values and strategic priorities in customer interactions and support processes. Own and oversee customer improvement initiatives, ensuring successful execution and measurable enhancements in customer experience through cross-functional collaboration.