Global Customer Service Quality Expert defining and driving quality standards across CMA CGM’s shipping network. Focused on service excellence, reducing customer effort, and enhancing the customer journey.
About the role
- Product Support Specialist addressing product inquiries via tickets and live chats. Ensuring customer satisfaction and resolving technical issues in a fast-paced environment.
Responsibilities
- Handle full ticket lifecycle: investigate and resolve tickets, communicate the action items and resolution to end-users in simple terms, and ensure customer satisfaction
- Utilize a support ticketing system to accurately intake and effectively manage a queue of inquiries/technical issues
- Be our customers’ biggest advocate internally by influencing product changes, constantly pushing us to be better, and ensuring the resolution of bug fixes
- Become a subject matter expert on PetDesk products and the pet care industry, and use that knowledge to provide a best-in-class customer experience during every interaction
- Support colleagues on a day-to-day basis to resolve queries, build knowledge and confidence, and achieve quality standards
Requirements
- 1-2 years of professional experience in a technical support or client services role, troubleshooting SaaS-based applications, iOS and Android mobile apps
- Strong communication and interpersonal skills with genuine care and empathy displayed through all interactions
- Exceptional prioritization skills and ability to manage phone calls, live chats, and support tickets simultaneously
- Proven problem solver with creative ideas and an ability to communicate complex issues in a concise manner
- Passionate about building relationships with different personalities and energized by turning neutral or unhappy customers into happy ones!
- Prefer experience with Zendesk, Jira, Google Suite, Salesforce, and Slack
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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