Jr Customer Support Specialist | Work from Office

We're Hiring: Jr Customer Support Specialist!

We are currently on the lookout for a Jr Customer Support Specialist to join our team at Cloudstaff, the #1 workplace everywhere!

Schedule: Night shift

Position requires a high degrees of flexibility and professionalism, along with a moderate degree of technical aptitude and the ability to work under time deadlines while multi-tasking. The incumbent should have thorough knowledge of company policy, procedures and products.

The incumbent will work with a wide variety of customers, directly interfacing via email with all levels of customer organizations.

ESSENTIAL JOB FUNCTIONS

• Be point of contact for inbound technical and non-technical customer emails and faxes.
• Triage/assess incoming emails to ensure appropriate routing.
• Answer basic troubleshooting and parts questions using electronic diagrams and data.
• Assist customers with inquiries and complaints via email.
• Provide order status, UPS tracking and part availability.
• Utilize standard processes to ensure consistent quality with inbound and outbound customer e-mails from multiple sources.
• Communicate effectively with internal team members regarding processes and procedures.
• Participate in team meetings & support process change requests with relevant data.
• Consult with management to review process changes and implementation plans.
• Track job functions to properly ascertain individual capacity.
• Assist with the collection of warranty information and data to ensure proactive approach to potential field issues.
• Maintain contact with customer accounts, and end-users through email correspondence, including order entry and shipping confirmations.
• Explain and administer company policies and procedures pertaining to customer service (i.e. warranty policy, parts credit, return policy, etc.).
• Communicates effectively with internal customers (Sales, Accounting, Operations, etc.).
• Establish and maintain excellent rapport with dealers and service providers to ensure customer satisfaction.
• Set appropriate customer expectations.

• Enter non-warranty part orders.
• Create support cases in Customer Relationship Management (CRM) system, which provide clear, concise and technically accurate problem descriptions.
• Create and update cases for warranty claims.
• Create non-warranty quotes.
• Create customer accounts in data system.
• Create and maintain account contact information, ensuring system data is accurate.
• Update asset records to ensure customer/location information is correct.
• Interface with other departments to assure proper parts order process.

• Actively pursue continuous improvement to meet or exceed customer needs.

• Participate in new processes to help ensure the company achieves revenue, profitability, and market-share targets through increased efficiencies.
• Assist with special projects as needed.
• Perform other duties as assigned.

Qualification and requirements:

Any equivalent combination of education and experience, which provides the applicant with the knowledge, skills, and abilities required to perform the job, will be considered.

• High School diploma or equivalent required.
• Related vocational training or work related customer support experience.

• Minimum of 2 years customer service experience - working within a call center environment preferred.
• Experience with SAP preferred.
• Experience with a CRM platform, Salesforce preferred.
• Excellent customer service skills.
• Ability to work independently and as part of a large team.
• Ability to prioritize, multi-task and work through problems with minimal help or supervision.
• Experience with a variety of computer programs at an advanced level (Microsoft Office Suite).
• Keyboarding skills of 50+ words per minute.
• Excellent written and oral communication skills.
• Ability to handle a fast-paced environment with a high volume of phone calls, email, and work load on a consistent basis.
• High Proficiency of organizational, follow-up and multi-tasking skills.

• Customer Focus – solicits and uses feedback for continuous improvement. Strives for quality and excellence.
• Accountability – takes a no excuses approach to making things happen. Takes responsibility for own actions and results.
• Teamwork – Actively assists to move the team toward the completion of goals
• Communication Skills – Effectively expresses ideas and thoughts verbally and in written form
• Collaboration - Establishes collaborative relationships to achieve objectives

Non-negotiable skills & requirements:

• Minimum of 2 years customer service experience - working within a call center environment preferred.
• Excellent customer service skills.

Perks & Benefits (Work From Office/Hybrid):

• Flexible leave credits which may be used for vacation, emergency and sick leaves
• Superb and exciting Mid-Year Parties – with items to give away and cash prizes!
• Endless opportunities for career advancement
• Exclusive ATM inside the office for employee's convenience
• Annual Performance Review with Salary Increase
• We set you up for success with a company-provided PC/Laptop and fiber internet connection
• Look forward to weekly office perks for work from office staff – Free Coffee, Meals and Beer Fridays!
• Top notch workplace with first class VIP lounge and game rooms
• Child friendly spaces to cater to the needs of employees with children, enhancing work-life balance
• Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues
• International career growth and connections
• Unlimited cash incentives for hired referrals
• Mental Wellness Employee Assistance program through Lifeworks
• In-house psychiatrist available to support employees' well-being
• Become part of the Employee Share Units program
• Cloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc.

Established in 2005, Cloudstaff is a leading outsourcing company that empowers businesses to thrive through smarter talent solutions. We're passionate about creating a work environment that fosters your professional growth and overall well-being.

• Award-winning Culture: We're committed to building the #1 Workplace Everywhere, with a proven track record of staff engagement initiatives and industry recognition
• Invest in You: We support your development through comprehensive training programs, mentoring and opportunities for career advancement
• Thrive as an Individual: We offer a strong work-life balance with flexible schedules, meaningful perks and a collaborative team environment.

**To become a priority applicant, please share a 1-2 minute video introduction detailing you experience in this specific role. You can upload your video to the CSJobs platforms. Please use a clean, distraction-free background and speak clearly and articulately.**