Customer Care Service Specialist

What will you do in this role?Acting as a primary point of escalation for customer inquiries, controversial cases, objections addressed by the dedicated list of customers.Collaborating Customer Care Service Team Leader, Customer Care Service Shift Leader and the whole Customer Support Dept, to update and maintain current processes.Performing the role of local Customer Support coordinator.Participating in newcomers adaptation periods, communicating mentee weaknesses and strengths along with the mentor assigned and Customer Care Service Team Leader. Being mentor themselves.Addressing personal, customers, co-workers issues that may affect performance at work and highlight to Customer Care Service Team Leader whenever appropriate.Acting as a primary point of contact for local customers' requests (the dedicated list of customers per GEO) in BH.Conducting primary Q&A assistance on all Affise products and performing support and technical issue resolution via email, chat-widget and over the call.Managing customers expectations, handling objections, prioritizing workload.Escalating, if needed, unresolved issues to the higher level of support or to the other Affise Depts and teams, working in a close cooperation with all the Customer Support teams, Production and Customer Success Teams.Assisting with the review, evaluation and recommendation of updated or current services or/and functionalities, participating in products improvements.Collecting customers feedbacks and transfer them to Production team in a regulated way.Performing specific duties or working on special projects as and when assigned.What you'll need?3+ relevant domain/service/industry experience;Proven IT support and service delivery expert;Strong customer experience in major issues handling, objections handling, B2B customer communication;Ability to operate in the environment that requires decision-making, good judgement and flexibility;Perfect English. Exceptional cross-cultural written and verbal communication skills.A perfect match if you are:Looking for ambitious tasks to deliver very best Customer Care service in the industry;Excited to be a pioneer in local Customer Support establishment and processes development;Support and market driven expert, striving to exceed expectations in whatever he/she's doing at work.What we offer:Remote and Hybrid work10 business days per year of the unpaid time off for any reasonPaid sick leaves and 5 sick days per year without medical confirmationPaid time off (holidays and vacations), depending on the contractEmployee Assistance Program - for important occasions of your lifeAn annual personal budget for educationLaptop for efficient work can be providedMedical Support Program Quarterly team buildingsWork travel expensesEligibility for any additional privileges that Affise might provide in the future