Job title: customer support specialistlocation: mexico citycompany: umbrella bpo & client companiesoverview:as a customer support specialist at umbrella bpo, you will play a crucial role in providing exceptional support to our clients and ensuring a positive customer experience.key responsibilities:customer support:provide prompt and efficient support to clients via phone, email, chat, or via client crm software ie.
zendesk.address customer inquiries, concerns, and issues with a high level of professionalism and customer satisfaction.technical troubleshooting:diagnose and resolve technical issues related to bpo processes and systems.collaborate with internal teams to escalate and resolve complex technical problems.process improvement:identify opportunities for process improvement and efficiency in customer support procedures.work closely with team members and management to implement enhancements to existing processes.documentation:maintain accurate and detailed records of customer interactions, technical issues, and resolutions.contribute to the development and updating of knowledge base articles and support documentation.client communication:communicate effectively with clients to understand their needs and expectations.provide regular updates and feedback to clients regarding the resolution of their issues.quality assurance:monitor and evaluate customer interactions to ensure service quality meets or exceeds company standards.participate in quality assurance initiatives and training programs.adaptability:be able to adapt and adjust to what the business needs are.qualifications:professional english fluencyminimum 3 years of experience in customer support, preferably in a bpo environment.strong organizational and multitasking abilities.excellent communication and interpersonal skills.ability to handle confidential information with discretion.bachelor's degree (nice to have)working conditions:this position may require occasional evening or weekend work to accommodate different time zones or meet project deadlines.
if you are passionate about delivering exceptional customer support, have a keen interest in business process outsourcing, and thrive in a dynamic environment, we invite you to apply for the customer support specialist position.
join our team and contribute to the success of our clients through outstanding service and support.#j-18808-ljbffr