TripleTriple is leading the way in remote work solutions, helping small and medium-sized businesses in North America build highly efficient remote teams for Administration, Customer Service, Accounting, Operations, and back-office roles. Our focus has always been on our Clients, People, and Planet, ensuring our operations contribute positively across these key areas. Distinguished by its rigorous standards, Triple excels in:Selectively recruiting the top 1% of industry professionalsDelivering in-depth training to ensure peak performanceOffering superior account management for seamless operationsEmbrace unparalleled professionalism and efficiency with Triple—where we redefine the essence of remote hiring.SummaryThis is a full-time remote role for a Customer Service Specialist. The Customer Service Specialist will be responsible for providing excellent customer service to clients through phone. The Customer Service Specialist will handle inquiries, resolve issues, and ensure customer satisfaction. The Customer Service Specialist will also be accountable for maintaining accurate customer records in the CRM system, achieving customer service targets and goals, and communicating customer feedback to the management team.ResponsibilitiesCustomer Interaction: Communicate with customers via phone, email, and chat, demonstrating empathy, active listening, and professionalism at all times.Issue Resolution: Identify customer concerns and find effective solutions, aiming for first-contact resolution whenever possible, while adhering to company policies and guidelines.Product Knowledge: Maintain a deep understanding of the products or services to answer customer queries and accurately provide appropriate recommendations.Documentation: Accurately record customer interactions, transactions, and issues in the CRM system, ensuring a comprehensive record of customer interactions.Problem-Solving: Analyze complex situations, think critically, and proactively resolve issues, collaborating with other departments when necessary.Compliance: Adhere to company policies, industry regulations, and ethical standards, ensuring customer data privacy and security.Continuous Improvement: Participate in ongoing training and development programs to enhance your skills and knowledge, contributing to improving customer service processes.Feedback Handling: Gather customer feedback and report recurring issues or suggestions to the appropriate teams for process improvement.Team Collaboration: Collaborate with fellow team members to share insights, knowledge, and best practices, fostering a supportive work environment.QualificationsCustomer Support, Customer Satisfaction, and Customer Experience skillsExcellent problem-solving and analytical skillsAbility to multi-task and prioritize workload in a fast-paced environmentExperience with CRM systems and contact center technologiesExcellent verbal and written communication skillsAbility to work independently and remotelyA bachelor's degree or higher in a related field is preferredExperience in a customer service or contact center environment is preferredSchedule (US Shifts Only)Eastern Time - 6:30 p.m. - 3:30 a.m. IST, Monday - FridayPacific Time - 9:30 p.m. - 6:30 a.m. IST, Monday - FridayLogistical RequirementsQuiet and brightly illuminated work environmentLaptop with Minimum 8GB RAM, I5 8th gen processor720P Webcam and HeadsetA reliable ISP with a minimum speed of 100 MbpsSmartphone
Job Title
Customer Service Specialist