What are the responsibilities and job description for the Customer Support Specialist position at Nelson Connects?
No vendors, or C2C (Corp-to-Corp) arrangements at this time.
Position Overview
We are seeking a motivated and customer-focused Operations Associate to manage inbound and outbound communication with customers and provide high-quality support. This role is critical to ensuring smooth customer experiences, resolving issues efficiently, and maintaining a positive brand reputation.
Key Responsibilities
- Serve as the first point of contact for customers, managing inbound and outbound communication across all support channels (SMS, email, and phone).
- Provide timely and effective resolution to customer inquiries, complaints, and service issues.
- Document interactions and resolutions accurately using support tools such as Salesforce Service Cloud.
- Escalate complex or unresolved issues to appropriate teams while maintaining ownership until resolution.
- Identify recurring issues or customer feedback trends and collaborate with internal teams to improve processes.
- Deliver consistent, professional, and empathetic communication that aligns with company standards.
Qualifications
- Minimum of 1 year of experience in customer service, support operations, or a related role.
- Strong written and verbal communication skills with the ability to adapt tone to different communication channels.
- Experience using customer support software such as Zendesk, Salesforce, or similar platforms.
- Ability to manage multiple inquiries simultaneously while maintaining accuracy and attention to detail.
- Problem-solving mindset with a focus on creating positive customer experiences by interpreting workflows and identifying if operations errors occurred.
- Flexible, adaptable, and comfortable working in a fast-paced operational environment.
Preferred Skills
- Familiarity with service operations or related industries.
- Experience handling customer escalations and turning difficult interactions into positive outcomes.
- Strong organizational skills with the ability to follow SOPs while exercising good judgment in unique situations.