Email Support Specialist

Key Responsibilities:

• Respond to customer inquiries and requests via email in a timely and professional manner, ensuring high-quality customer service and satisfaction.
• Provide accurate and helpful information to customers regarding product features, pricing, availability, shipping, returns, and other inquiries.
• Troubleshoot and resolve customer issues and concerns, such as order discrepancies, product defects, billing inquiries, and technical problems, to achieve satisfactory outcomes.
• Escalate complex or unresolved issues to appropriate departments or supervisors for further assistance and resolution.
• Maintain detailed and accurate records of customer interactions and transactions in the customer relationship management (CRM) system or ticketing system.
• Follow up with customers to ensure their inquiries or issues have been resolved to their satisfaction and gather feedback to identify areas for improvement.
• Stay updated on product knowledge, policies, and procedures to provide accurate and up-to-date information to customers.
• Collaborate with cross-functional teams, including sales, operations, and product development, to address customer issues and improve the overall customer experience.

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Requirements:

• High school diploma or equivalent. Bachelor's degree or relevant certifications in customer service or a related field are a plus.
• Proven experience in customer service or email support roles, with a strong customer-focused mindset and excellent communication skills.
• Proficiency in written communication, with the ability to compose clear, concise, and grammatically correct emails.
• Strong problem-solving skills and ability to think critically and creatively to address customer inquiries and resolve issues.
• Empathy and patience in dealing with customer concerns and complaints, with a commitment to providing exceptional customer service.
• Familiarity with customer relationship management (CRM) systems or ticketing systems is preferred.
• Ability to work independently with minimal supervision and collaborate effectively in a team environment.
• Flexibility to work evenings, weekends, and holidays as needed to support email support operations.