As a Junior Customer Support Specialist, you will be the frontline ambassador for WorkflowMax by BlueRock, assisting customers and partners to resolve their queries efficiently and professionally. You will work closely with the Customer Support team to ensure a high-quality customer experience, representing our values of reliability, user friendliness, and continuous improvement.
Key Duties
Customer Support & Interaction
* Respond quickly and courteously to customer enquiries via email or phone, adhering to agreed SLAs.
* Deliver accurate information about our products and solutions, helping customers resolve basic to moderately complex issues.
* Triage customer tickets, escalating more complex issues to senior team members when required.
* Maintain a positive, customer-focused attitude in all interactions.
* Log interactions and solutions accurately in the support ticketing system.
Product & Knowledge Management
* Stay up-to-date with WorkflowMax features, processes, and updates.
* Assist in updating support documentation and FAQs as needed.
* Participate in internal training sessions to expand product knowledge and customer service skills.
Team Collaboration & Continuous Improvement
* Collaborate with colleagues across support, product, and success teams to solve customer queries and improve service delivery.
* Provide feedback from customer interactions to support continuous improvement efforts.
* Suggest ideas to enhance the customer experience and streamline support processes.
Requirements
* Basic understanding of service-based business processes (advantageous).
* Willingness to quickly learn about job management software (training provided).
* Effective written and verbal communication skills.
* Ability to build rapport with customers and team members.
* Collaborative and approachable with a positive attitude.
* Strong attention to detail; diligent in following documented processes. Experience
* Prior experience in a customer service or contact centre role (preferred but not essential).
* Experience using helpdesk or CRM software (desirable).
* Proficiency in Microsoft Office or Google Workspace. Interpersonal Attributes
* Customer-centric and empathetic approach.
* Willingness to learn and develop new skills.
* Positive, adaptable mindset with a desire to contribute to team success.
* Reliable and punctual, willing to occasionally work outside standard hours if needed.
* Ability to work well both independently and as part of a distributed team.
Benefits
* ,Competitive salary and regular performance bonuses
* Comprehensive paid training and ongoing development
* Opportunities for career growth and promotion
* Supportive, inclusive, and fun team culture
* Paid annual leave and additional personal leave
* Employee rewards and recognition programs
* Modern office space with free coffee/snacks
* Access to mentoring and coaching