The CGC Group Hiring for Customer Support Specialist at Miami, FL Full Time

Job Responsibilities:

• Customer Interaction: Engage with customers through various channels, including phone calls, emails, live chat, or in-person, to address inquiries, resolve issues, and provide information.
• Problem Resolution: Diagnose and resolve customer problems, ensuring that concerns are addressed promptly and effectively.
• Product/Service Knowledge: Develop and maintain a thorough understanding of the company’s products or services to provide accurate information and assistance to customers.
• Communication Skills: Maintain clear and effective communication with customers, ensuring that information is conveyed professionally, empathetically, and courteously.
• Documentation: Record and document customer interactions, issues, and resolutions for future reference, analysis, and continuous improvement.
• Technical Support: Provide technical assistance to customers experiencing difficulties with products, software, or services.
• Order Processing: Assist customers with order-related inquiries, tracking, and resolution of issues related to the ordering process.
• Customer Education: Offer guidance and information to customers on product usage, features, and benefits, including providing instructions and documentation.
• Feedback Collection: Gather customer feedback to identify areas for improvement and contribute to the enhancement of products or services.
• Collaboration: Work collaboratively with other departments, such as sales, marketing, and product development, to ensure a unified and positive customer experience.
• Customer Retention: Focus on building positive relationships with customers, understanding their needs, and contributing to customer satisfaction and loyalty.
• Adherence to Policies: Ensure compliance with company policies and procedures, maintaining a high level of professionalism and customer service.

Qualifications:

• High school diploma or equivalent; higher education preferred.
• Bilingual English/ Spanish a plus.
• Proven experience in customer support or a related field.
• Strong communication skills, both written and verbal.
• Excellent problem-solving abilities and a customer-centric approach.
• Technical aptitude for understanding and troubleshooting product-related issues.
• Ability to work collaboratively in a team-oriented environment.
• Empathy and patience in dealing with customer concerns.
• Familiarity with customer support software and CRM systems.
• Ability to work onsite in Miami.