Customer Support Specialist (Remote)

Location: Remote

Company: Umbrella BPO & Client Companies

Overview:

As a Customer Support Specialist at Umbrella BPO, you will play a crucial role in providing exceptional support to our clients and ensuring a positive customer experience.

Key Responsibilities:

• Customer Support:
• Provide prompt and efficient support to clients via phone, email, chat, or via client CRM software ie. Zendesk
• Address customer inquiries, concerns, and issues with a high level of professionalism and customer satisfaction
• Technical Troubleshooting:
• Diagnose and resolve technical issues related to BPO processes and systems
• Collaborate with internal teams to escalate and resolve complex technical problems
• Process Improvement:
• Identify opportunities for process improvement and efficiency in customer support procedures
• Work closely with team members and management to implement enhancements to existing processes
• Documentation:
• Maintain accurate and detailed records of customer interactions, technical issues, and resolutions
• Contribute to the development and updating of knowledge base articles and support documentation
• Client Communication:
• Communicate effectively with clients to understand their needs and expectations
• Provide regular updates and feedback to clients regarding the resolution of their issues
• Quality Assurance:
• Monitor and evaluate customer interactions to ensure service quality meets or exceeds company standards
• Participate in quality assurance initiatives and training programs
• Adaptability:
• Be able to adapt and adjust to what the business needs are

Qualifications:

• Professional English fluency
• Minimum 3 years of experience in customer support, preferably in a BPO environment
• Strong organizational and multitasking abilities
• Excellent communication and interpersonal skills
• Ability to handle confidential information with discretion
• Bachelor’s Degree (Nice to have)

Working Conditions:

This position may require occasional evening or weekend work to accommodate different time zones or meet project deadlines. If you are passionate about delivering exceptional customer support, have a keen interest in business process outsourcing, and thrive in a dynamic environment, we invite you to apply for the Customer Support Specialist position. Join our team and contribute to the success of our clients through outstanding service and support.

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