Job Description:As a Customer Support Specialist with an IT background at our F&B store, you will serve as the primary point of contact for addressing customer inquiries, technical issues, and providing assistance related to our digital platforms and services. Your role will involve delivering exceptional customer service experiences while leveraging your technical expertise to troubleshoot and resolve issues effectively. You will work closely with customers, internal teams, and external vendors to ensure seamless operation of our digital systems and enhance overall customer satisfaction.
Scope of Responsibilities:
- Provide timely and professional support to customers via various channels, including phone, email, and in-person interactions, addressing inquiries related to our digital ordering platforms, website, mobile applications, and other IT systems.
- Diagnose and troubleshoot technical issues reported by customers, utilizing your IT knowledge to identify root causes and implement solutions to restore functionality.
- Guide customers through step-by-step instructions and provide technical assistance for using our digital platforms, placing orders, navigating menus, and resolving login or payment-related issues.
- Escalate complex technical issues or unresolved customer concerns to appropriate internal teams or third-party vendors for further investigation and resolution.
- Maintain accurate records of customer interactions, technical support requests, and resolutions in our CRM system or ticketing software.
- Collaborate with cross-functional teams, including IT, operations, and marketing, to address recurring technical issues, implement system improvements, and enhance the overall customer experience.
- Stay updated on product features, software updates, and industry trends related to digital technologies and customer support best practices.
- Assist in the training and onboarding of new staff members or customers on the use of our digital platforms and IT systems.
- Contribute to the development of knowledge base articles, FAQs, and self-help resources to empower customers with self-service options and minimize support inquiries.
- Uphold company policies, service standards, and data security protocols to ensure the confidentiality, integrity, and availability of customer information and digital assets.
