Customer Support Specialist at Jumbo Sports Mart

Job Brief

We are looking for a Customer Support Specialist who will be the liaison between our company and its current and potential customers. The successful candidate will accept ownership for effectively solving customer issues, complaints and inquiries, keeping customer satisfaction at the core of every decision and behavior.

The successful candidate is an achiever excited to initiate customers, respond to leads and create digital assets across multiple channels including Social Media, website, email, and SMS.

You are excited about creating the best customer experience!

Ultimately, you will help establish our reputation as a company that offers excellent customer support before, during and after all sales procedures.

Customer Support Specialist responsibilities include:

• Developing objectives for day-to-day activities
• Managing large amounts of inbound and outbound request in a timely manner
• Identifying customers’ needs, clarify information, research every issue and providing solutions 
• Seize opportunities to upsell products when they arise
• Create and distribute digital assets to meet business objectives
• Build sustainable relationships and engage customers by taking the extra mile
• Keep records of all conversations in our database in a comprehensible way
• Meet personal/team qualitative and quantitative targets
• Responding to customer queries in a timely and accurate way, via website, social media, phone, email or chat.
• create digital asset across multiple channels including Social Media, website, email, and SMS
• Providing informed decision to management on product recommendation, product feature request, product design request

Requirements

• Experience as a Customer Support Specialist or similar Customer support role
• Familiarity with our industry is a plus
• Familiarity with excel, social media is a plus.
• Track record of over-achieving quota
• Experience using help desk software is a plus
• Experience with content creation for marketing
• Understanding of how CRM systems work
• Excellent communication and problem-solving skills
• Multi-tasking abilities
• Patience when handling tough cases