Customer Service Specialist

1 Month ago • All levels

Job Summary

Job Description

As a Customer Service Specialist, you will be the frontline connection for customers seeking assistance. This role requires a passion for customer care, strong communication skills, and the ability to solve technical issues with a proactive approach. You will play a key role in ensuring our customers have seamless, satisfying experiences with Trackman products, whether assisting them via phone, email, or chat. Key responsibilities include responding to customer inquiries, educating customers on product features, handling customer support requests, providing high-quality support, and collaborating with cross-functional teams.
Must have:
  • Respond promptly to customer inquiries via phone and email.
  • Educate customers on product features and troubleshooting steps.
  • Handle a high volume of customer support requests.
  • Provide high-quality support and guidance to customers.
  • Document each interaction thoroughly in the customer support system.

Job Details

As a Customer Service Specialist, you’ll be the frontline connection for customers seeking assistance. This role requires a passion for customer care, strong communication skills, and the ability to solve technical issues with a proactive approach. You’ll play a key role in ensuring our customers have seamless, satisfying experiences with Trackman products, whether assisting them via phone, email, or chat.


Key Responsibilities

Customer Service:

  • Respond promptly to customer inquiries via phone and email, maintaining professionalism and empathy in every interaction.
  • Educate customers on product features, updates, and troubleshooting steps to empower them to utilize Trackman products fully.
  • Handle a high volume of incoming customer support requests, maintaining response time and quality standards.
  • Conduct proactive outreach to customers following up on recent interactions to confirm resolution satisfaction and offer additional assistance if needed.
  • Assist new customers with onboarding by providing personalized guidance through initial setup, configuration, and usage of Trackman products, ensuring they feel confident and fully equipped to use all key features and functionalities.


Customer Support:

  • Provide high-quality support and guidance to customers, addressing questions, troubleshooting issues, and ensuring efficient resolutions.
  • Identify, diagnose, and resolve technical issues related to Trackman products and services, documenting cases thoroughly in our support system.
  • Participate in team training sessions, knowledge-sharing meetings, and customer support improvement initiatives to stay current on product updates and new features.
  • Engage with international customers and coordinate with translation resources as needed to ensure clear and accurate support across multiple languages.


Internal Processes:

  • Collaborate with cross-functional teams to escalate complex cases when necessary and follow up to ensure timely solutions.
  • Document each interaction thoroughly in the customer support system, ensuring accurate records of issues, resolutions, and follow-up actions.

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About The Company

At Trackman, we believe in diversity and the importance of personal growth. At Trackman, we believe diverse backgrounds and perspectives spark innovation. That’s why we try to hire people based on those values. That's also why our organization represents people from many different continents, making Trackman a truly global company in a local environment. We also believe that's why we become leaders in every industry we enter.

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