What are the responsibilities and job description for the Customer Service Specialist position at AARATECH?
Job Summary
As a Mid-Senior Customer Service Specialist , you will handle escalated customer inquiries, mentor junior team members, and drive process improvements to enhance customer satisfaction. You’ll leverage your expertise to retain high-value clients and contribute to strategic initiatives that align with business goals.
Key Responsibilities
- Customer Support
- Resolve complex customer issues via phone, email, and live chat (e.g., billing disputes, technical troubleshooting).
- Manage escalations from junior agents and ensure timely resolution.
- Maintain a 90% customer satisfaction (CSAT) score.
- Process Optimization
- Analyze recurring customer pain points and propose solutions to reduce ticket volume by 20%.
- Collaborate with cross-functional teams (Sales, Product, IT) to improve service workflows.
- Leadership & Mentorship
- Train and mentor junior customer service representatives.
- Lead weekly team huddles to share best practices and updates.
- Reporting & Insights
- Track KPIs (response time, resolution rate) and generate weekly performance reports.
- Use CRM tools (e.g., Salesforce, Zendesk) to monitor customer trends.
- Retention & Loyalty
- Proactively engage high-value clients to reduce churn and upsell services.
Qualifications
Education & Experience
Skills
Why Join Us?
