Customer Support Specialist

This role is for one of the Weekday's clients

Customer Support Specialist

Requirements

Key Responsibilities

• Customer Service & Support: Handle incoming customer queries via phone, email, chat, or other communication channels in a professional and timely manner.
• Customer Experience Management: Deliver exceptional service by understanding customer needs, anticipating challenges, and ensuring a positive experience throughout their journey.
• Issue Resolution: Identify, investigate, and resolve customer concerns effectively, ensuring minimal disruption to their experience.
• Customer Relationship Management (CRM): Maintain accurate records of customer interactions, feedback, and issue resolutions using CRM systems such as Salesforce, Zoho, or HubSpot.
• Customer Success: Collaborate with cross-functional teams (sales, product, and operations) to ensure customer satisfaction and retention through proactive engagement.
• Customer Handling: Demonstrate patience, empathy, and professionalism while dealing with different types of customers and complex situations.
• Customer Contact: Reach out to customers for feedback, updates, and follow-ups to ensure their needs are consistently met.
• Continuous Improvement: Provide insights and feedback to internal teams to help improve products, processes, and overall customer experience.
• Customer Satisfaction Tracking: Monitor and measure key customer metrics such as CSAT, NPS, and response time, and work towards continuous improvement.
• Documentation: Create and maintain help guides, FAQs, and process documents to support both customers and internal teams.
  

Key Skills & Competencies

• Strong communication skills — verbal and written, with excellent listening ability.
• Empathy, patience, and adaptability in handling diverse customer situations.
• Strong problem-solving and analytical thinking to identify customer needs and solutions.
• Proficiency with CRM tools and customer support software (Zendesk, Freshdesk, Intercom, etc.).
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• A customer-first mindset with a commitment to delivering high-quality support.
• Basic technical aptitude to understand product functionality and troubleshoot issues.
  

Qualifications

• Bachelor's degree in any discipline (preferred).
• 0-4 years of experience in Customer Support, Customer Service, Customer Success, or a related field.
• Fresh graduates with strong communication and interpersonal skills are encouraged to apply.