Posted 3 days ago
Customer Support Specialist
AI Summary
Acts as the first point of contact for clients, handling inbound enquiries via phone, email, and a support portal; triaging issues, providing solutions, maintaining records, and collaborating with technical teams.
About this role
Job Overview
Fugro, a world-leading Geo-data specialist, is seeking a dedicated and professional Customer Support Specialist to join our team. We use the power of Geo-data to unlock the secrets of the Earth, building a safer and more livable world in collaboration with our clients. This Full-Time position, and offers a competitive hourly wage of $28.45 - $31.26 USD. The successful candidate will be a crucial link between our company and our clients, ensuring a seamless, positive, and effective support experience that reflects Fugro's commitment to excellence.
Responsibilities
* Serve as the first point of contact for clients, managing inbound enquiries via phone, email, and our support portal with professionalism and efficiency.
* Provide accurate, valid, and complete information by using the right methods and tools.
* Identify and assess clients' needs to achieve satisfaction, troubleshooting issues and providing appropriate solutions and alternatives within the time limits.
* Maintain comprehensive and accurate records of client interactions, processing client accounts and filing documents.
* Collaborate closely with internal technical and project teams to escalate and resolve more advanced issues.
* Develop a strong understanding of Fugro’s services and solutions to effectively address client queries.
* Contribute to team efforts by accomplishing related results as needed and actively participating in process improvement.
Qualifications
* Proven experience in a customer support or client service role, preferably within a technical or B2B environment.
* Exceptional communication and interpersonal skills, with a strong command of written and spoken English.
* Excellent problem-solving skills and the ability to think critically and analytically.
* Proficiency in using CRM systems and other customer service software.
* Strong organizational skills with the ability to multitask, priorities, and manage time effectively.
* A client-oriented attitude with a high degree of patience and empathy.
* An interest in technology, earth sciences, or engineering would be advantageous but is not essential.
