Customer Support and Self-Service Specialist

Workoo Technologies; Aurora (IL); Remote; USD 35,000 - 55,000; Full time

Job summary

A leading company in customer service is seeking a Customer Support and Self-Service Specialist to act as the first point of contact for customer inquiries. This remote role requires strong communication skills, problem-solving abilities, and a commitment to customer satisfaction. The ideal candidate will have a Bachelor's degree and experience in a call center environment, with a focus on teamwork and adaptability.

Qualifications

• Bachelor's or Associate's degree plus two years of experience or equivalent combination.
• Previous experience in a call center environment is required.
• Fluency in a second language is highly desirable.

Responsibilities

• Acts as the first point of contact for customer inquiries and provides detailed information.
• Analyzes customer requirements and makes referrals based on specific trip needs.
• Maintains customer records in proprietary databases ensuring accurate data entry.

Skills

Teamwork

Communication

Problem-solving

Organization

Initiative

Adaptability

Knowledge

Education

Bachelor's or Associate's degree

Two years of experience

Job description

About the job: Customer Support and Self-Service Specialist

Obligations and Duties:

1. Acts as the first point of contact for customer inquiries, providing detailed information on available services that meet customer needs, and supporting clients in making informed decisions.
2. Analyzes customer requirements and makes referrals based on specific trip needs, ensuring expectations are reasonable to promote a loyal customer base.
3. Proactively communicates with customers, resolves issues, adapts communication styles to customer needs, and collaborates across departments to build customer confidence and support.
4. Stays updated on all product/service updates, system enhancements, and improvements to maximize efficiency and productivity.
5. Understands travel document requirements; utilizes resources to ensure reliable and timely processing, adhering to best practices and quality standards.
6. Maintains customer records in proprietary databases, ensuring accurate data entry and quick access to relevant information.
7. Provides excellent customer service and employs sales strategies to retain customers; informs customers about additional value items that could benefit them.
8. Thrives in a fast-paced, dynamic environment, capable of multitasking and navigating systems concurrently.
9. Exemplifies company values and maintains high professionalism by adhering to Customer Devotion standards, work standards, and teamwork, aiming to meet individual and departmental goals.
10. Performs other delegated tasks as required.

Skills and Competencies:

• Teamwork: collaborating effectively with others.
• Communication: presenting and conveying information clearly.
• Problem-solving: analyzing, documenting, proposing solutions, and understanding client needs.
• Organization and Execution: delivering results and meeting expectations through planning and coordination.
• Initiative: owning customer relationships, seeking information, and acting promptly.
• Adaptability and Issue Management: responding to change, managing stress, and resolving problems.
• Knowledge: understanding systems, products, procedures, and regulatory changes.

Education and Experience:

• Bachelor's or Associate's degree plus two years of experience or equivalent combination.
• Previous experience in a call center environment.
• Desirable: experience in premium retail, travel, hospitality, or embassy/consulate relations.

Knowledge, Skills, and Abilities:

• Fluent in English with strong communication and interpersonal skills; ability to communicate clearly and professionally in writing and speaking.
• Fluency in a second language is highly desirable.
• Excellent time management skills; ability to meet deadlines, handle high volume, and maintain attention to detail.
• Problem-solving skills; ability to analyze information and provide solutions.
• Adaptability to changing situations and priorities; ownership and commitment to tasks.
• Proficiency with computers; quick learner of new software; committed to data integrity.

Working Conditions and Location:

• Work environment involves exposure to computer screens and teamwork in an open office setting.
• This role is 100% remote, working from home.

Physical Requirements:

• Visual acuity for extended computer use.
• Sitting for long periods.
• Manual dexterity for computer operation.
• Ability to communicate effectively over the phone.