Customer Support

Role: Customer Support Specialist

About the Role

As a Customer Support Specialist at Zenwork Digital, you will be the frontline in delivering exceptional customer service to U.S.-based clients. Your role involves assisting customers with their inquiries, resolving issues, and ensuring a positive experience. You'll handle multiple tasks, such as answering questions via Salesforce, chat, or email, and develop problem-solving skills to address customer needs efficiently. With comprehensive training, you'll gain the expertise to thrive in a dynamic work environment while consistently providing top-quality service. This role also offers the opportunity to contribute to process improvements by suggesting new ideas. You'll need to be adaptable, as the job requires working in various shifts, including night shifts.

Key Responsibilities

• Manage customer support inquiries efficiently across email and chat, adapting between channels as needed to meet business demands.
• Review, analyze, and resolve critical customer queries with precision to ensure customer satisfaction and adherence to SLAs.
• Communicate customer feedback, feature requests, and suggestions for process improvements to the product team.
• Capable of handling multiple chats simultaneously.
• Maintain zero open tickets policy by resolving or appropriately escalating issues by the end of each day.
• Track and report on customer pain points, providing actionable insights for process improvements.
• Work effectively in a fast-paced environment, managing SLAs and TATs to meet customer expectations.

Requirements & Tech Stack

• Experience in Salesforce is preferred.
• Proficient use of MS Word for document preparation and customer communication.

Qualifications

• Graduation Mandatory.
• Excellent written and verbal communication skills, with a focus on delivering clear and professional interactions.
• Strong problem-solving abilities and a customer-centric mindset, ensuring high levels of customer satisfaction.
• Ability to manage multiple tasks simultaneously and maintain a high level of attention to detail.
• Familiarity with CRM systems and workflows.

Work Environment

• 24/7 work environment with rotating weekly time off.
• Must be able to work permanent night shifts or assigned rotational shifts.
• Work From Office in Hyderabad.
• Immediate / 30 Days Notice Period.