Senior Customer Support Specialist

Position Purpose:

The primary job of the Senior CS Specialist is to ensure excellent customer service and satisfaction by effectively communicating with customers through various channels, resolving their issues, and collaborating with internal teams. This role focuses on handling pre-sale and post-sale activities, addressing operational challenges, and maintaining the quality of service. The position aims to enhance customer experiences, retain clientele, and contribute to the company's bottom line.

Key Responsibilities:

1. Communicates with all existing and potential customers by covering all channels, such as online chatting, WhatsApp, phone calls, e-mails, and others; reacts to the feedback left by the customers.
2. Solves all customer issues, including order fulfillment topics that may relate to pre-sale or post-sale activities such as product/brand/restaurant/partner inquiry, price, stock availability (groceries), payment, order processing, receiving returns, exchange, wrong reception, drivers deviating from the correct customer approach or address, etc.
3. Escalates instant issues to operations management when not being controlled.
4. Communicates with various Markit parties, such as the drivers and supervisors, to ensure an adequate service and timely delivery to the correct location, and the area responsibilities in case of issues.
5. Handles filling in the incident reports for all the encountered performance and/or customer issues, and follows up until the ticket is closed/solved.
6. Conducts constant follow-up with the different departments and mainly the operations to sustain a proper image and seeks out operational improvements to maintain and improve customer satisfaction.
7. Follows communication procedures, guidelines, and policies while maintaining a professional attitude towards customers and stakeholders.
8. Impacts the company's bottom line by problem-solving and turning unsatisfied clients or results into proper repeated ones.
9. Takes pertinent information such as addresses from customers when they are not clear.
10. Assists with the placement, modifications, and cancellation of orders with an attempt to persuade customers to reconsider cancellation.
11. Follows and abides by a preset manual to fulfill the right steps of the tasks and experience.
12. Depends on the present rules to financially compensate the customer (when needed) while investigating the source of the problem to identify the responsible parties.
13. Records actionable insights and data for the business to ensure proper adjustments are made, thus enhancing performance.
14. Monitors the orders on the system, modifies orders when applicable, checks customer notes, and coordinates with the store staff.

Qualifications:

1. Bachelor's degree in Business or any related field.
2. 3 years + experience in a similar role.
3. Familiarity with our industry is a plus.
4. Experience using help desk software and remote support tools.
5. Excellent communication and problem-solving skills.
6. Self-motivated and results-driven, with a proactive approach.
7. Patience when handling tough cases.