Customer Support Specialist (Phone, Chat, Email)

Summary

As a Customer Support Specialist, you will be responsible for engaging with potential and existing customers, answering their questions, resolving concerns, and promoting our services. Your primary goal will be to convert leads into bookings through helpful, friendly communication, as well as provide exceptional support before and after appointments. You will also play a role in handling customer feedback and upselling services where appropriate.

Responsibilities

• Engage with potential customers via phone, chat, and email to assist with bookings, answer questions, and address concerns.
• Proactively reach out to customers who have abandoned bookings, offering assistance or discounts to encourage booking completion.
• Follow up with past clients to encourage repeat bookings and gather feedback about their experiences.
• Upsell and cross-sell services, offering additional features or package deals to enhance customer satisfaction and increase revenue.
• Respond to inquiries and provide helpful information about our services, including availability, pricing, and session details.
• Resolve customer issues related to bookings, payments, and cancellations in a friendly and professional manner.
• Confirm and remind clients about upcoming appointments to reduce no-shows.
• Handle post-service feedback calls, ensuring customers are satisfied with their experience and addressing any concerns they may have.
• Collaborate with the team to implement promotional campaigns, calling or emailing customers to inform them of special deals.
• Maintain and update customer records in our CRM system to ensure personalized and efficient support.
• Assist with live chat and email inquiries, providing timely and accurate responses to customer questions.

Qualifications

• Proven experience in customer support, sales, or a related field.
• Exceptional communication skills over the phone, chat, and email, with an emphasis on building rapport and trust with customers.
• Accent preference: US or neutral accent preferred to cater to a diverse customer base.
• Ability to quickly understand business needs and explain services to potential customers in a clear, persuasive manner.
• Strong ability to handle multiple channels of communication simultaneously (phone, chat, email).
• Problem-solving skills and a positive attitude towards helping customers resolve issues.
• Sales-oriented mindset with the ability to upsell and cross-sell services.
• Tech-savvy, with the ability to quickly learn and navigate CRM systems and other tools.
• Quick learner who can adapt to new challenges and thrive in a fast-paced environment.