The opportunity :
The Customer Support Specialist answers product and service questions, prepare correspondences and fulfill customer needs to ensure customer satisfaction.
A typical day at OLX Group in this role could include :
Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem;
expediting correction or adjustment; following up to ensure resolution;
Prepare product or service reports by collecting and analyzing customer information;
Contribute to team effort by accomplishing related results as needed;
Identify and assess customers’ needs to achieve satisfaction;
Build sustainable relationships of trust through open and interactive communication;
Provide accurate, valid and complete information by using the right methods / tools;
Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure
Follow communication procedures, guidelines and policies;
Go the extra mile to engage customers.
What will make you successful in this role :
Proven customer support experience;
Strong phone contact handling skills and active listening;
Familiar with CRM systems and practices;
Customer orientation and ability to adapt / respond to different types of characters;
Excellent communication and presentation skills;
Ability to multi-task, prioritize and manage time effectively;
High school diploma or equivalent; college degree preferred.