Customer Support (International)

Key responsibilities:

• Provide timely and accurate responses to customer inquiries and issues via multiple communication channels.
• Assist customers with product inquiries, technical troubleshooting, and account management.
• Handle and resolve customer complaints in a professional and empathetic manner.
• Coordinate with other internal departments to ensure prompt resolution of customer concerns.
• Maintain in-depth knowledge of company products, services, and policies to provide comprehensive support.
• Upsell and cross-sell products or services to maximize sales opportunities.
• Perform administrative tasks related to customer accounts and inquiries.
• Contribute to the creation and maintenance of knowledge base articles and support resources.
• Participate in continuous training and professional development to enhance customer service skills.
• Engage in proactive customer outreach to gather feedback and identify areas for improvement.
• Meet and exceed key performance indicators related to customer satisfaction, response times, and resolution rates.
• Utilize customer relationship management (CRM) systems to accurately document interactions and manage customer data.
• Assist with special projects and initiatives aimed at improving the overall customer experience.
• Adhere to international compliance regulations and privacy laws during customer interactions.

Required qualifications:

• Fluency in English and at least one other international language.
• Prior experience in a customer service or support role, preferably in an international setting.
• Proven ability to effectively handle difficult customer situations with diplomacy and tact.
• Excellent verbal and written communication skills, with the ability to convey complex information in a clear and concise manner.
• Demonstrated problem-solving skills and the ability to think on feet in fast-paced environments.
• Strong organizational and multitasking abilities, with a keen attention to detail.
• Empathetic and customer-focused attitude with a passion for delivering outstanding service.
• Proficiency in using customer support software, helpdesk systems, and CRM platforms.
• Ability to adapt to changing priorities and work schedules to accommodate international time zones.
• Knowledge of international culture and business etiquette to effectively communicate with diverse customer base.
• High school diploma or equivalent; additional education or certifications in customer service or language fluency is a plus.
• Willingness to work flexible hours, including weekends and holidays, as required in an international support role.
• Understanding of international trade regulations, customs, and import/export processes is advantageous.
• Commitment to upholding confidentiality and data protection standards for international customer data.