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Customer Support Specialist
Darvish Kitchen
- Miami, Manitoba, Canada
- Miami, Manitoba, Canada
À propos
The Customer Support Specialist serves as the primary point of contact for customers through various communication channels, including phone, email, live chat, and social media. The ideal candidate is empathetic, solution-oriented, and highly organized, with strong communication skills and the ability to manage multiple tasks in a fast-paced environment.
Key Responsibilities
Customer Assistance & Issue Resolution
Respond promptly and professionally to customer inquiries via phone, email, chat, or ticketing systems.
Identify customer needs and provide accurate, timely, and complete information.
Troubleshoot product or service issues and guide customers through solutions step-by-step.
Escalate complex cases to appropriate departments while maintaining ownership of the issue until resolution.
Follow up with customers to ensure their concerns have been fully resolved.
Product & Service Knowledge
Develop a deep understanding of company products, services, features, and policies.
Stay up-to-date on updates, changes, promotions, and new offerings.
Clearly explain technical or complex information in a way that is easy for customers to understand.
Documentation & CRM Management
Accurately log customer interactions, details, and outcomes in the company's CRM or ticketing system.
Update customer records and track recurring issues.
Maintain organized records of communication for quality assurance and compliance purposes.
Problem-Solving & Conflict Resolution
Handle customer complaints with professionalism and empathy.
Remain calm and solution-focused in high-pressure situations.
Identify root causes of issues and suggest process improvements when appropriate.
Turn negative experiences into positive outcomes through effective communication and action.
Collaboration & Team Support
Work closely with sales, operations, technical, and management teams to resolve cross-departmental issues.
Participate in team meetings and training sessions.
Share feedback and insights to improve overall customer satisfaction and operational efficiency.
Performance & Quality Standards
Meet or exceed key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction scores.
Adhere to company policies, procedures, and service standards.
Maintain confidentiality of customer data and comply with data protection regulations.
Required Qualifications
High school diploma or equivalent (Associate's or Bachelor's degree preferred).
1–3 years of experience in customer service, call center, or support roles.
Excellent verbal and written communication skills.
Strong interpersonal and active listening skills.
Ability to multitask and prioritize effectively.
Basic technical proficiency with CRM systems and office software.
Strong problem-solving and critical-thinking abilities.
Ability to work independently and as part of a team.
Preferred Qualifications
Experience in e-commerce, SaaS, retail, finance, healthcare, or related industries.
Familiarity with customer support tools such as Zendesk, Freshdesk, HubSpot, or similar platforms.
Experience handling high-volume support environments.
Multilingual skills are a plus.
Sales or upselling experience within a support role.
Essential Skills & Competencies
Communication Skills
The Customer Support Specialist must communicate clearly, professionally, and courteously across all channels. The ability to convey information in a simple and positive manner is essential.
Empathy & Patience
Understanding customer frustrations and responding with patience and compassion builds trust and loyalty.
Time Management
Strong organizational skills are necessary to manage multiple cases efficiently while meeting service-level agreements (SLAs).
Technical Aptitude
Comfort navigating multiple systems, software platforms, and digital tools simultaneously.
Adaptability
Ability to adjust quickly to changes in procedures, products, or customer expectations.
Attention to Detail
Carefully reviewing information to ensure accuracy and consistency in responses and documentation.
Performance Metrics
Success in this role will be evaluated based on:
Average response and resolution time
First-contact resolution rate
Customer satisfaction (CSAT) scores
Quality assurance reviews
Adherence to schedules and attendance
Contribution to team performance and collaboration
Work Environment
This role may be remote, hybrid, or office-based depending on company needs. For remote roles, candidates must have:
A reliable high-speed internet connection
A quiet and professional workspace
Access to a computer with required software
Shifts may include evenings, weekends, or holidays based on operational requirements. Flexibility is often necessary to support customers across different time zones.
Career Growth Opportunities
Customer Support Specialists often have opportunities to advance into roles such as:
Senior Customer Support Specialist
Customer Success Manager
Support Team Lead or Supervisor
Quality Assurance Analyst
Training Coordinator
Operations Manager
High-performing individuals may also transition into sales, marketing, product development, or account management roles.
Why Join Our Team?
Competitive compensation and benefits package
Ongoing training and professional development
Opportunities for career advancement
Supportive and collaborative work culture
Performance-based incentives
Flexible work options (where applicable)
We believe that exceptional customer service is the foundation of business success. Our team is committed to delivering outstanding experiences and building long-term relationships with customers.
Ideal Candidate Profile
The ideal Customer Support Specialist is:
Friendly and approachable
Organized and dependable
Solution-oriented and proactive
Calm under pressure
Motivated to exceed customer expectations
If you are passionate about helping others, enjoy problem-solving, and thrive in a dynamic customer-focused environment, we encourage you to apply and become part of our team.
Equal Opportunity Employer
We are committed to fostering a diverse and inclusive workplace and welcome applicants from all backgrounds.
Compétences linguistiques
- English
Avis aux utilisateurs
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