Customer Support Specialist

Customer Support & CRM

Role: Customer Support Specialist

Employment Type: Full Time

Reports to: Customer Support Manager or Head of Customer Service

Position Summary: As a Customer Support Specialist, you are the frontline of interaction with customers, providing support and fostering relationships through various communication channels. You are responsible for addressing customer inquiries, resolving issues, and enhancing customer satisfaction. This role requires a keen understanding of the company’s products and services, as well as the ability to use CRM tools effectively to manage customer relationships.

Key Responsibilities:

1. Multi-Channel Customer Support:
   • Provide timely and accurate support to customers via phone, email, live chat, and social media.
   • Ensure all customer queries are addressed with attention to detail and empathy.
2. Issue Resolution:
   • Troubleshoot and resolve customer issues, ranging from simple inquiries to complex cases.
   • Escalate unresolved issues to the appropriate internal teams, providing necessary documentation and context.
3. CRM Management:
   • Utilize CRM systems to track customer interactions and inquiries, ensuring all information is up-to-date and accurately recorded.
   • Analyze customer data to identify trends and provide feedback to the product and marketing teams to improve customer experiences.
4. Customer Retention and Satisfaction:
   • Follow up on customer interactions to ensure their issues are resolved and they are satisfied with the solutions.
   • Implement strategies to retain customers, including follow-up calls and personalized emails.
5. Feedback Collection and Reporting:
   • Collect customer feedback and monitor satisfaction levels to improve services.
   • Prepare reports on customer interactions and satisfaction for internal review and strategic planning.
6. Training and Development:
   • Participate in training sessions to stay updated on product developments and customer service techniques.
   • Assist in training new customer support team members.

Qualifications:

• High school diploma or equivalent; higher education or certifications in customer service or related fields preferred.
• Proven experience as a customer support specialist or in a similar customer service role.
• Strong communication skills, both verbal and written, with proficiency in handling multiple communication channels.
• Experience with CRM software and database systems.
• Ability to analyze information and solve problems efficiently.
• Excellent interpersonal skills with a focus on empathy and patience.

What We Offer:

• A pivotal role in a dynamic team committed to providing exceptional customer service.
• Opportunities for personal and professional growth within the company.
• A competitive salary and benefits package, including health insurance and opportunities for bonuses.

What We Offer:

• A role at the forefront of designing innovative user experiences in a dynamic industry.
• Opportunities for professional development and career advancement.
• Competitive salary and benefits, including health, dental, and vision insurance.

Our Business Model and Values

Arbitrage Investment AG is an investment and holding company focused on innovative and long-term growth markets. Our portfolio spans a variety of sectors including fintech services, renewable energies, biotechnology, medical technology, and advanced artificial intelligence. We aim to consistently grow and innovate through risk-averse arbitrage strategies and diversified investment management.

Our subsidiaries are industry leaders, characterized by their economic efficiency and forward-thinking nature. Sustainable development and the long-term success of these companies are at the heart of our actions. We play an active role in managing, supporting, and advancing our investments to enhance their growth and, when necessary, support their expansion and internationalization.

In collaboration with the management and employees of our subsidiaries, we position ourselves as strategic partners and catalysts. We leverage our extensive experience and expertise to promote synergies and facilitate idea sharing and cooperation among our companies in areas such as research and development, HR management, and talent development.

Despite our close collaboration, it is important to us to maintain the autonomy of our subsidiaries. Their success is based on the competence and dedication of outstanding professionals. With our experienced consultancy, we stand by their side to help achieve common goals and explore new market opportunities.

This is what defines us: Arbitrage Investment AG – Innovative, sustainable, and forward-looking, committed to developing markets and technologies that will shape the world of tomorrow.

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