Customer Care Specialist responsible for resolving customer queries through digital platforms for Compare the Market. Emphasizing a seamless customer experience while maintaining compliance with financial regulations.
About the role
- Senior Customer Support Specialist managing SaaS customer application support and case resolution tasks. Coordinating with cross-functional teams for issue escalation and working within a cloud-based environment.
Responsibilities
- Management of case queues, including, but not limited to, timely handling, escalation, and resolution.
- Coordination with Senior Managers and cross-functional teams to ensure successful handling of escalated issues.
- Coordination with vendors and cross-functional teams to resolve issues and escalations.
- Adherence to quality standards and best practices.
- Identification and resolution of customer interaction issues.
- Execution of processes and internal and external communications for release-related items.
- Creation and maintenance of product support documentation (troubleshooting, technical how-to’s, etc.)
- Provide feedback and suggestions to improve the support processes, tools, and resources.
- Identify and escalate any issues or gaps in the escalation process.
- Positively contribute to the team culture with a continuous improvement mindset.
- Advocate for the customer.
- Be an ally of the support representatives, a partner committed to supporting them and helping them succeed.
- Strong understanding of the complex tasks within the support representative job function.
- Maintain a thorough knowledge of all company policies, especially those that affect customer application support metrics or performance standards.
Requirements
- Minimum 3 years working in SaaS customer application support.
- 5+ years working in SaaS application support.
- Bachelor’s degree in business, healthcare, technology, or a relevant field.
- Experience with Salesforce Service Cloud.
- Experience in HME, Home Health, or the healthcare industry.
- Proven ability to implement and execute customer support best practices.
- Proven track record of analytical skills.
- Solid understanding of data analysis, reporting tools, and application support metrics.
- Ability to work in a fast-paced, collaborative, customer-focused environment with the ability to own areas of the product with minimal supervision.
- Proficiency with Microsoft Office Suite (Outlook, Word, and Excel).
- Proficiency with customer service software tools.
- Must be a quick learner, self-directed and motivated.
- Must have a great attitude, be willing to learn, and have a continuous improvement mindset.
Benefits
- Other tasks and responsibilities as assigned.
- Occasional travel.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
Customer Service Representative responsible for processing orders and assisting customers at Mouser Electronics. Providing high - quality service and maintaining positive customer relations.
Customer Support Specialist assisting customers in Greece through various channels. Role can be remote or on - site in Athens with provided training and support.
Customer Service Representative assisting U - Haul customers inside and outside the center. Utilizing technology for managing rentals and providing exceptional service.
POS Support Specialist providing remote support for U - Haul applications and troubleshooting peripherals. Responsibilities include tier 1 issue resolution and user support for various devices.
Customer Service Representative assisting customers with U - Haul products and services in Vestavia Hills, Alabama. Providing equipment management and answering customer inquiries.
Customer Service Representative assisting customers at U - Haul locations. Utilizing technology for inventory management and ensuring customer satisfaction through services and support.
College Student Support Specialist providing essential support to students with disabilities at Easterseals Massachusetts. Helping students navigate college life and academics while fostering independence and personal growth.
Customer Care role enhancing client satisfaction and relationships for a rapidly scaling FinTech startup based in Lisbon. Collaborating with various teams and managing customer interactions via chat.
Customer Care Advisor helping clients in Spain with HRIS software. Building knowledge and relationships while providing support and guidance.