Overview:
SOFTSWISS continues to expand the team and is looking for a Customer Support Specialist.
We need a true, experienced and accomplished professional who shares our culture and values.
Key responsibilities:
- Processing written customer inquiries
- Comprehensive advice and clarification of customer queries
- Knowledge of the admin area, the ability to use all the provided tools (training)
- Knowledge of internal workflow and the ability to utilize the provided tools
- Handle escalations: escalate complex or unresolved issues to supervisors or appropriate departments while providing clear and detailed information
- Ensure customer satisfaction: strive to exceed customer expectations by delivering excellent service and maintaining a positive, friendly demeanor
- Handle high conversation volumes: manage incoming conversations efficiently to minimize wait times and ensure all customer inquiries are addressed promptly
- Work from a comfortable office in Tbilisi – is a must
- Working on a shift schedule 2/2 (shift 12 hours, alternation of day and night shifts)
Requirements:
- Fluency in written English (B2+)
- High customer and service orientation
- Experienced PC user – excellent typing skills and familiarity with Windows 10
- Stress tolerance
- Self-organization
- Soft skills (communication, empathy) to be able to deal with customer queries
- Team player with a customer-oriented mindset
Nice to have:
- Previous experience in a similar position is a plus
- German will be a plus (B2+)