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Customer Service Specialist

Ziff Davis

Customer Service & Support

IT & Telecoms GHS Confidential
1 month ago

Job Summary

The Customer Service Specialist will interact with the company’s customers by addressing inquiries and resolving complaints, generally providing a higher level of customer support on a specific product or service.

  • Minimum Qualification: Degree
  • Experience Level: Mid level
  • Experience Length: 2 years

Job Description/Requirements

What You’ll Do: 
  • Provide support for B2B gift card order fulfillment
  • Evaluate new B2B customers according to department criteria and approve appropriate customers
  • Facilitate B2B customer orders by evaluating order requests, confirming payments and approving appropriate orders
  • Facilitate delivery of B2B orders through file delivery or email campaign methods
  • Ensure customer satisfaction by answering all inquiries regarding gift card purchases via email and online ticketing system
  • Utilize system of macro driven responses to drive efficiency
  • Provide customized responses when necessary on unique issues
  • Raise potential ordering or gift card issues to appropriate team members for quick resolution
  • Provide a high level of customer service across all interactions to drive customer satisfaction and repeat purchase
  • Partner with relevant clients when client-specific issues arise to drive issues to satisfactory conclusion
  • Grow in knowledge of dispute and refund processes to support team members on these issues
  • Review processes and procedures for continual improvement, focusing on opportunities to improve efficiency and customer service


Qualifications:
  • 2-3 years of experience supporting customers via email, chat, or phone
  • Experience with payments, accounting, electronic funds transfer/ACH system or other financial systems 
  • Ability to recognize and resolve problems before they arise and report trends to management
  • Ability to multitask and prioritize in a fast-paced environment
  • Organized, detail-oriented, and process-driven to enhance cross-functional collaboration
  • Demonstrated ability to work independently and remotely
  • Experience with client management preferred
  • Bachelor’s degree in a relevant field preferred 
  • Ability to work Pacific Time Zone preferred


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