Remote Customer Support & Client Experience Specialist

Embedded Shishya

United States

Remote

USD 42,000 - 70,000

Full time

5 days ago

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Job summary

Embedded Shishya is seeking a highly professional Customer Support / Client Experience Specialist to support customers across Zendesk, WhatsApp, SMS, email, social media DMs and virtual support calls. This hands-on, remote role is focused on delivering a consistently high-quality client experience.

You will respond to inquiries promptly, own issues through resolution, and escalate when needed, while maintaining a calm, professional tone.

Qualifications

Completed university degree – essential.
Excellent written and spoken English.
Strong verbal communication and interpersonal skills.
Professional, confident and comfortable communicating directly with customers.
Strong problem-solving and critical-thinking skills.
High level of attention to detail and organisation.

Responsibilities

Provide professional customer support across Zendesk, WhatsApp, SMS, email, social media DMs and virtual support calls.
Respond to customer enquiries promptly, professionally and accurately.
Assist customers with questions, concerns and general product or service-related support.
Take ownership of customer queries and follow them through to resolution.
Handle complaints calmly and professionally while maintaining a positive customer experience.
Identify customer needs and provide clear, practical solutions.
Escalate complex queries as required.
Maintain accurate records of customer interactions and follow-ups.
Learn and follow internal customer support processes, workflows and SOPs.
Work closely with the wider team to ensure consistency across customer communication.
Identify recurring customer issues and provide feedback to improve the client experience.