Job Title: Customer Support Specialist
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We are seeking a highly skilled and experienced Customer Support Specialist to join our team. As a Customer Support Specialist, you will be the primary point of contact for clients through email and chat. Your role will involve providing timely, thoughtful assistance and ensuring a smooth, positive experience with every interaction.
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Key Responsibilities:
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1. Respond to customer inquiries exclusively via email and chat only, providing clear, professional, and friendly support
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2. Understand customer needs and deliver personalized, effective resolutions
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3. Collaborate with internal teams to share insights and enhance service delivery
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4. Maintain accurate, organized records of all customer interactions
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5. Build trust and satisfaction through consistent, high-quality written communication
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7. Provide excellent customer service by addressing customer complaints in a prompt and professional manner
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8. Participate in ongoing training and development to stay up-to-date on products and services
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9. Work collaboratively as part of a dynamic and supportive team
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10. Contribute to process improvements that enhance the customer experience
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11. Adhere to company policies and procedures while promoting a positive and inclusive work environment
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12. Comply with data protection regulations and maintain confidentiality
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13. Monitor and report any issues or concerns related to customer interactions
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14. Manage and prioritize multiple customer inquiries simultaneously
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15. Utilize technical skills to troubleshoot and resolve complex customer issues
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16. Effectively communicate with customers to resolve their queries and concerns
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17. Escalate complex customer issues to senior management when necessary
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18. Provide regular updates to customers on the status of their inquiries
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19. Develop and maintain relationships with customers through regular communication
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20. Communicate effectively with colleagues to ensure seamless collaboration and knowledge sharing
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21. Identify and implement opportunities to improve customer satisfaction and loyalty
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22. Develop and maintain a thorough understanding of company products and services
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24. Act as a champion for customer-centric initiatives within the organization
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25. Share best practices and expertise with colleagues to drive continuous improvement
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26. Proactively seek feedback from customers to identify areas for improvement
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27. Recommend changes to processes and procedures to enhance customer satisfaction
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28. Stay up-to-date on industry trends and competitor activity to inform business decisions
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29. Lead cross-functional projects to drive business outcomes and improve customer experience
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30. Partner with stakeholders to develop strategic plans that align with business objectives
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31. Effectively manage time and prioritize tasks to meet deadlines and achieve goals
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32. Take ownership of quality and accuracy in all work performed
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33. Embody the company values and promote a culture of excellence and innovation
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34. Other duties as assigned by management
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35., and/or other relevant job-related tasks as assigned by management.
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Requirements:
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To succeed in this role, you will need:
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36. Proficiency in French (C2 level)
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37. Proficiency in English (B2 level)
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38. EU citizenship or a Portuguese residency card
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39. At least one year of experience in Customer Support or a related role
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40. Strong analytical, leadership, and communication abilities
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41. Desire to learn and advance in the field
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42. Ability to work independently and as part of a team
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43. Flexibility to adapt to changing priorities and circumstances
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44. Excellent problem-solving and critical thinking skills
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45. Highly developed interpersonal and communication skills
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46. Customer-focused approach with a passion for delivering exceptional service
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47. Ability to multitask and prioritize tasks effectively
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48. Knowledge of customer service principles and best practices
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49. Understanding of business operations and customer behavior
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50. Experience with CRM systems and customer relationship management software
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51. Basic computer skills and proficiency in Microsoft Office applications
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52. Willingness to learn and grow with the company
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53. Professional certification in customer service or a related field is an asset
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54., and/or other relevant certifications or qualifications.
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Benefits:
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As a valued member of our team, you can expect:
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55. Competitive salary and benefits package
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56. Opportunities for professional growth and development
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57. Collaborative and dynamic work environment
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58. Relocation assistance for out-of-town candidates
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59. On-site meal allowance for working hours
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60. Health and life insurance coverage
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61. Flexible working hours and telecommuting options
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62. Employee discounts and perks program
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63. Awards and recognition programs to recognize outstanding performance
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64. Celebration of milestones and achievements
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65. Volunteer opportunities and corporate social responsibility initiatives
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66. Wellness and fitness programs to promote employee well-being
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67. Support for work-life balance and personal interests
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68. Recognition of diversity and inclusion efforts
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69. Collaborative spaces and resources for creativity and innovation
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70. Training and development opportunities for career advancement
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71. Leadership development programs for emerging talent
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72. Succession planning and career pathing
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73. Internal mentorship programs
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74. Regular town hall meetings and open communication channels
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75. Feedback mechanisms and constructive criticism
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76. Consistent performance evaluation and growth opportunities
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77. Engagement surveys and anonymous feedback tools
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78. Access to online learning platforms and courses
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79. Online book club and discussion forums
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80. Digital wellness and mental health resources
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81. Healthy snack options and ergonomic workspace
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82. Pantries with healthy food options and water bottles
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83. Continuing education opportunities and reimbursement
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84. Tools and equipment needed to perform job functions
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85. Rewards and incentives for achieving targets
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86. Career fairs and networking events
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87. Fundraising campaigns and volunteer days
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88. Community involvement and outreach
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89. Support for local non-profits and charity partnerships
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90. Mentorship programs for underrepresented groups
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91. Resources for improving cultural competency
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92. Employee network groups and diversity committees
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93. Awareness campaigns and sensitivity training
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94. Education and training on unconscious bias
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95. Anti-bullying and harassment prevention training
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96. Monitoring and reporting of workplace conflicts
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97. Anonymity for reporting incidents
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98. Procedure for handling grievances and resolving conflicts
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99. Alternative dispute resolution methods
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100. Managerial buy-in and commitment to change
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101. Anonymous surveys and feedback tools
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102. Accountability and follow-through on commitments
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103. Time-off request and vacation policy
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104. Paid sick leave and bereavement leave
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105. Maternity and paternity leave
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106. Family-friendly policies and parental leave
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107. Reciprocal spousal adoption benefits
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108. Recognition of LGBTQ+ Pride Month and celebrations
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109. Student loan repayment assistance programs
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110. Generous 401(k) matching and stock options
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111. Discretionary bonuses and awards
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112. Retirement plan matching and profit-sharing
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113. ESOP (Employee Stock Ownership Plan)
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114. Stock purchase plan
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115. Annual performance bonus and review
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116. Autonomy and flexibility in work arrangements
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117. Set schedules and boundaries
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118. Shifts, including nights and weekends
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119. Standard office hours
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120. Full-time employment contract
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121. Short-term assignment
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122. Temporary or seasonal employment
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123. Freelance or contractor arrangement
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124. Zero-hour contract
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125. Permanent full-time employment contract
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126. Probation period before regular employment
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127. Post-graduate education or professional certification assistance
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128. Signed official letter confirming start date
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129. New hire onboarding and orientation
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130. Overview of company history and mission
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131. General guidelines and expectations
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132. Payroll information and compensation details
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133. HR representative introduction and availability
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134. Breakdown of company benefits
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135. Dress code and attire requirements
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136. Familiarization with company location and facilities
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137. Introduction to key personnel and department leaders
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138. Walkthrough of workspace and equipment setup
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139. Lunch invitation to engage with new colleagues
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140. Afternoon break to recharge and unwind
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141. Immediate availability of HR resources and support
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142. Initial meeting to set goals and expectations
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143. Friendly conversation about goals and aspirations
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144. Practical advice for succeeding in the role
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145. Open-door policy for feedback and questions
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146. Why Our Company Is The Best Place To Work:
This list showcases how we take care of our employees' diverse needs and create a welcoming community where everyone feels valued and empowered to contribute their unique perspectives and talents.
Come join us and become a vital part of something amazing!