Client Support Specialist

ibex; United States; On-site; USD 1,500 - 2,700; Full time

Job summary

ibex is seeking a Support Specialist to assist small business clients across the customer life cycle. You’ll interact with Job Board Clients by phone and email to resolve account issues and teach them how to optimize their ads for better hiring results.

As the client’s product expert, you’ll guide users through our suite of offerings, educate them to gain maximum value, and stay focused on KPI targets such as CSAT and conversions.

Qualifications

• Strong written and verbal communication abilities.
• Ability to learn quickly and adapt in a dynamic environment.
• Pass criminal background check and drug test.
• 1+ year in customer service or B2B client support.
• Experience in online advertising or recruitment advertising preferred.

Responsibilities

• Have a consultative approach to understand client pain points and propose solutions.
• Be the client’s product expert across our suite of offerings and educate them to maximize value.
• Drive client-centric KPIs such as CSAT and conversion.

Skills

Strong communication

Tech savvy

Multi-tasking

Problem solving

Customer empathy

Computer literacy

Education

3 CXC passes

Tools

MS Office

Job description

Locations

Greater Portmore, St. Catherine, Jamaica

Categories

Operations

Overview

Our Support Specialist assists all clients in our small business segment at different points in the customer life cycle. You’ll interact with Job Board Clients via phone and email to help them resolve any issues they may have with their account or to educate them on how to optimize their accounts effectively to reach their hiring goals.

Responsibilities

• Have a consultative approach to understand the client’s pain points and suggest a solution approach to "WOW" them.
• Be the client’s product expert across their ever-growing suite of products. Educate their clients so that they get the most value.
• Be driven to achieve Client-Centric KPIs such as CSAT and Conversion.

Required Skills

• Strong oral and written language skills.
• Ability to learn quickly and exhibit tech savviness; your curiosity and passion mean that you can get up to speed and have an impact from day one.
• Passionate about helping customers find a resolution to their problems
• Ability to work well under pressure, multi-task, and prioritize responsibilities
• Adaptable to work in a changing environment and to actively seek feedback and incorporate it into your work style
• Motivated to handle a high volume of inbound volume each day leading to positive client outcomes
• Maintains a positive and professional demeanor and portrays the company in a positive light.
• Proficient in internet navigation and MS Office.
• Strong administrative skills.

Qualifications

• Minimum 3 CXC passes or equivalent qualification is preferred, Or a combination of experience and related skills and the ability to pass internal assessments.
• 1+ year experience in customer service or business-to-business client support
• Proven experience in online advertising, search engine marketing (SEM), pay-per-click (PPC) advertising, recruitment advertising, or staffing agencies preferred
• Proficient in internet navigation.
• Must pass a criminal background check and drug test.