Customer Support Specialist

ob Summary:

Zephyrus Engineering Limited is seeking a dedicated and proactive Customer Support Specialist to join our team. The Customer Support Specialist will serve as the main point of contact for clients, providing assistance, information, and resolutions to support customer satisfaction and loyalty. This role involves handling inquiries, managing service requests, and ensuring smooth communication between clients and internal teams.

Key Responsibilities:

- Client Interaction: Respond promptly to customer inquiries via phone, email, and chat, ensuring all questions, concerns, and requests are handled efficiently and professionally.

- Service Coordination: Collaborate with internal teams, including engineering, project management, and operations, to address client needs and coordinate service schedules.

- Issue Resolution: Investigate and resolve client issues related to project updates, technical inquiries, and general support. Escalate complex issues to appropriate team members as needed.

- Client Documentation: Maintain accurate and comprehensive records of customer interactions, feedback, and support activities in our CRM system.

- Feedback and Improvement: Gather customer feedback to help the company improve its services, identify common client pain points, and suggest actionable improvements.

- Customer Education: Provide clients with knowledge about our services, updates, and tools available, ensuring they feel empowered and informed.

- Performance Tracking: Monitor and report key support metrics, such as response times and resolution rates, contributing to continual performance improvements.

Requirements:

- Education: Bachelors degree in Business Administration, Communication, Engineering, or a related field preferred.

- Experience: Minimum of 2 years in a customer support or client-facing role, ideally within engineering, construction, or a technical environment.

- Technical Skills: Proficient in Microsoft Office Suite; experience with CRM systems (e.g., Salesforce, HubSpot) is an advantage.

- Soft Skills: Strong interpersonal, communication, and problem-solving skills; ability to remain calm under pressure and prioritize tasks effectively.

- Organizational Skills: Exceptional attention to detail, time management, and multitasking abilities.

Preferred Qualifications:

- Familiarity with engineering or technical services.

- Knowledge of industry-standard practices, terminology, and documentation in engineering.

Benefits:

- Competitive salary

- Health, dental, and vision insurance

- Retirement savings plan with company match

- Paid time off and holidays

- Professional development opportunities

Zephyrus Engineering Limited is committed to creating a positive work environment where team members feel valued and empowered. If you're a customer-focused professional eager to support clients in a meaningful way, we encourage you to apply!