Customer Support Specialist (remote)

About IvyPanda:

IvyPanda is a dynamic and growing educational platform dedicated to providing students with high-quality study materials, tutoring services, and academic resources. Our mission is to help students succeed in their educational journeys by offering personalized and accessible support. We are looking for a dedicated and customer-oriented Customer Support Specialist to join our remote team.

Job Description:

We are seeking a proactive and empathetic Customer Support Specialist to join IvyPanda’s support team. The ideal candidate will have a passion for helping others, excellent communication skills, and the ability to solve problems efficiently. As a Customer Support Specialist, you will be the first point of contact for our users, assisting them with inquiries, resolving issues, and ensuring they have a positive experience with our services.

Responsibilities:

Respond promptly to customer inquiries via email, chat, and phone.

Provide accurate, valid, and complete information by using the right methods/tools.

Handle customer complaints, provide appropriate solutions and alternatives, and follow up to ensure resolution.

Maintain a high level of professionalism and empathy in all interactions.

Identify and assess customers’ needs to achieve satisfaction.

Keep records of customer interactions, process customer accounts, and file documents.

Communicate and coordinate with internal departments to ensure seamless service delivery.

Stay updated on product knowledge and company policies to provide informed assistance.

Identify trends in customer issues and report to the management team for continuous improvement.

Contribute to team efforts by accomplishing related results as needed.

Requirements:

Proven customer support experience or experience as a client service representative.

Familiarity with CRM systems and practices.

Excellent communication skills.

Ability to multitask, prioritize, and manage time effectively.

Customer orientation and ability to adapt/respond to different types of characters.

Problem-solving skills with a proactive approach to finding solutions.

Ability to work independently and as part of a remote team.