AdKings Agency is hiring a
Customer Support Specialist

Summary

The job description is for a remote Customer Support Specialist position with HeadX, a company that builds online businesses. The ideal candidate has at least 2 years of experience, strong interpersonal skills, technical aptitude, and knowledge/experience with garden structures. Responsibilities include handling customer inquiries, guiding customers through the purchasing process, troubleshooting issues, and using analytical skills to track trends and concerns.

Requirements

• Proven experience in remote working, or a suitable home office setup with reliable internet and quality webcam
• Previous experience in a start-up or scale-up environment, with familiarity in using CRM tools like Zendesk
• Strong interpersonal skills with a genuine passion for helping customers and delivering top-notch support
• Technical aptitude and proficiency with tools such as Slack, Zendesk, ClickUp, and Grammarly

Responsibilities

• Respond to customer inquiries via email, phone, and chat promptly and professionally
• Provide accurate and helpful information about our products, services, pricing, and delivery options
• Guide customers through the purchasing process, including product selection and customization
• Execute outbound call campaigns as requested to strengthen relationships with old clients and build relationships with new clients
• Work cross-functionally to drive improvements for the customer experience based on the voice and journey of the customer
• Utilize analytical skills to track customer trends and concerns to proactively drive superior value against competitors, address growing issues, and keep internal processes sharp
• Proficiently use internal tech stack and adapt to additional tools, tech, and processes
• Assist in troubleshooting customer issues, order discrepancies, and technical inquiries
• Utilize Zendesk and other tools to manage customer interactions, track support tickets, and maintain accurate records
• Utilize your expertise to offer personalized advice and recommendations to customers
• Share insights and feedback from customers with internal teams to drive product improvements and process enhancements
• Maintain a positive and empathetic attitude while resolving customer concerns and ensuring their satisfaction

Preferred Qualifications

Knowledge and personal/professional experience with garden structures (pergolas, sheds, etc.) is highly desirable

Benefits

• Competitive remote working compensation package
• Opportunity to contribute to a rapidly growing company in the outdoor living space industry
• Collaborative and inclusive work environment that values individual contributions
• Access to continuous learning and growth opportunities
• Flexible working hours to promote work-life balance
• Chance to work with a passionate team that values both the details and the bigger picture