Customer Service Specialist

Company Culture

Our team’s culture is vibrant and dynamic! We’re all about putting customers first, ensuring their needs are met

with top-notch service that keeps them coming back. Collaboration is our superpower—working together, sharing

knowledge, and supporting each other to crush our goals. We thrive on innovation, constantly embracing new

ideas and creative solutions to improve processes and elevate the customer experience. Adaptability is in our DNA,

allowing us to stay flexible and responsive to changes, whether it’s new technologies, shifting customer demands,

or industry trends. Our energetic and positive atmosphere makes every day exciting and drives us to achieve

excellence!

Summary & Objectives

We are seeking a dedicated and enthusiastic Customer Service Specialist to join our Client's team at whale.io. This

position is crucial for addressing several challenges within their company, enhancing both operational efficiency and

customer satisfaction. By handling support questions promptly and effectively, you will ensure that their customers

receive timely assistance, significantly improving their experience with their platform. Additionally, by managing

demo bookings, you will enable their Sales team to concentrate on conducting demos and closing deals, rather than

getting bogged down by administrative tasks. Your role is pivotal in reducing customer frustration, enhancing

overall customer satisfaction and retention, and contributing to the overall efficiency and success of their

operations.

Key Responsibilities & Functions

1. Provide timely and effective responses to customer inquiries regarding our platform, usewhale.io, to enhance user satisfaction and experience.
2. Manage and coordinate demo bookings for potential clients with our Sales team, ensuring a smooth and efficient process.
3. Troubleshoot and resolve customer issues or escalate them to the appropriate team members when necessary.
4. Follow up with customers to ensure their issues are resolved and they are satisfied with the service, promoting customer retention.
5. Keep up-to-date with the latest information about our platform and services to provide accurate and relevant support.
6. Address pricing questions and provide clear and accurate information to potential customers, aiding their decision-making process.
7. Perform essential administrative tasks to assist the Sales and Customer Support teams.

Requirements

• High school diploma or equivalent
• Minimum 2 years of experience in a customer service role, preferably in a fast-paced, high-volume call center or customer support environment.
• Familiarity with CRM systems and practices, experience with communication technologies and Microsoft 365.
• Basic technical troubleshooting skills are an advantage.
• Experience in handling customer inquiries and complaints effectively.

Skill & Competencies

• Excellent verbal and written communication skills.
• Strong problem-solving abilities and a proactive approach to resolving issues.
• Ability to handle high-stress situations and remain calm under pressure.
• High level of empathy and interpersonal skills.
• Detail-oriented with strong organizational and multitasking abilities.
• Proficiency in using customer service software, CRM systems, and Microsoft Office Suite.
• Ability to work independently and as part of a team.

Benefits

• 30 hours a week position with competitive salary.
• Opportunity for growth and advancement within the company.
• Training and support provided to help you succeed in your role.