Cybex

Job Position - Customer Support Specialist

Location - Charlotte, NC (On Site)

Customer Support Specialist will be responsible for answering and processing incoming inquiries across multiple channels. The Specialist will assist with inquiries on product orders, product guidance, product installation and warranty claims service. The Customer Support Specialist is responsible to provide an excellent customer experience by building a rapport with our consumers and providing solutions to our customers.

Responsibilities for this job include, but are not limited to:

• Ensure a first-class customer service experience by handling the response to customer inquiries with care and attention to detail.
• Work with and engage with consumers across multiple channels (phone, email, social media, and Car seat installation instruction via Video Appointments).
• Provide answers consumer inquiries on the entire product portfolio and the brands under Goodbaby Intl. with expert care.
• Document information and order replacement parts/products to facilitate consumer inquires.
• Become a product knowledge expert through continuous learning by way of training sessions, reviewing instructions, etc.
• Direct inquiries and unresolved issues to the specialized department and collect the relevant.

SKILLS:
Candidates should possess the following skills/knowledge:

• Excellent typing, written, verbal and communication skills.
• Friendly, enthusiastic attitude, positive team player, punctual, open to constructive feedback and taking direction.
• Ability to demonstrate a high degree of courtesy, and professionalism while resolving customer issues.
• Must be able to communicate with consumers on the phone, email, and video services.

Educational Requirements

• High school diploma or equivalent; related experience and/or training.

Preferred Experience

• Previous Customer service experience or call center experience is a plus.
• Prior experience working with social media or Community Management is a plus.
• Prior experience with Salesforce Service Cloud or SAP is a plus.

Physical Requirements

• Must be able to sit and/or stand for extended periods of time.
• Must be able to operate a computer and other office productivity machinery such as copy machine, computer printer, phone / headset throughout the business day

EEO-M/F/DISABLED/VETS EMPLOYER

EEO Statement

At Goodbaby International, we value and embrace you. It’s our belief that diversity and inclusion is an essential component to our success as an international business. Accordingly, we are committed to provide a work environment free of discrimination and harassment. Goodbaby’s policy applies throughout the employment relationship—including recruitment, hiring, training, advancement, separation and day-to-day practices.

Goodbaby’s employment decisions will not be based on race, color and ancestry, religion, national origin, age, gender identity, sexual orientation, family or parental status, disability, medical history, genetic information or any basis prohibited by applicable law. Employment decisions will be based on an applicant’s merit and qualifications, the position requirements and our business needs.

Experience

• High school diploma or equivalent; related experience and/or training

• Prior experience with Salesforce Service Cloud or SAP is a plus
• Prior experience working with social media or Community Management is a plus
• Previous Customer service experience or call center experience is a plus