Customer Service Specialist

Job Description

Job Description

Description:

Viken Detection is looking for a Customer Service Specialist to deliver exceptional customer support and ensures high levels of customer satisfaction. This role involves responding to customer inquiries, resolving issues, and providing information about products and services through various communication channels. The ideal candidate will be a compassionate problem-solver with excellent communication skills and a strong commitment to creating positive customer experiences.

Responsibilities:

• Customer Interaction:
  • Serve as the primary point of contact for customer inquiries via phone, email, live chat, and sometimes social media.
  • Listen attentively to customer concerns, questions, and feedback, demonstrating empathy and understanding.
  • Provide accurate, complete, and up-to-date information regarding products, services, policies, and procedures.
• Issue Resolution:
  • Efficiently troubleshoot and resolve customer issues and complaints, aiming for first-contact resolution whenever possible.
  • Identify the root cause of problems and provide appropriate solutions and alternatives.
  • Process returns, exchanges, refunds, and order modifications in accordance with company policies.
  • Escalate complex or unresolved issues to the appropriate internal team's technical support, sales, management and follow up to ensure timely resolution.
• Data Management & Documentation:
  • Accurately record and document all customer interactions, inquiries, and resolutions in the Customer Relationship Management (CRM) system (e.g., Salesforce, Mysis’, QuickBooks).
  • Maintain and update customer accounts and information.
  • Identify and report recurring customer issues or trends to help improve products, services, and processes.
• Product Knowledge & Education:
  • Develop and maintain an in-depth understanding of all company products, services, and promotions.
  • Educate customers on product features, benefits, and usage to help them make informed decisions and maximize their experience.
• Customer Satisfaction & Loyalty:
  • Go the extra mile to engage customers, build rapport, and foster strong, long-lasting relationships.
  • Proactively follow up with customers to ensure their issues are fully resolved and they are satisfied with the outcome.
  • Contribute to a positive brand image and customer loyalty.
• Continuous Improvement:
  • Participate in training sessions and team meetings to enhance skills and stay updated on company offerings and customer service best practices.
  • Provide constructive feedback to management on ways to improve customer service processes and tools.

• Education: High school diploma or equivalent required; Associate's or Bachelor's degree in a related field Business Administration, Communications preferred.
• Experience: 3 years of experience in a customer service role, call center, or similar customer-facing position.
• Technical Skills:
  • Proficiency with CRM software and help desk systems.
  • Strong computer literacy, including proficiency with Microsoft Office Suite (Word, Excel, Outlook).
  • Ability to quickly learn new software and systems.
• Soft Skills:
  • Exceptional verbal and written communication skills with a clear, calm, and professional demeanor.
  • Strong active listening skills and the ability to empathize with customer needs.
  • Excellent problem-solving and critical thinking abilities.
  • Patience, resilience, and the ability to remain calm and positive under pressure.
  • Strong organizational skills and attention to detail.
  • Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
  • Customer-centric mindset with a genuine desire to help others.
  • Team player with strong interpersonal skills and a collaborative approach.

Preferred Qualifications (Optional):

• Experience in tech, finance.
• Familiarity with omnichannel customer support tools.