Connect Caribé is a pioneering maritime ferry service dedicated to enhancing connectivity and fostering economic growth across the Caribbean region, providing seamless travel and trade solutions for both passengers and cargo.

 

JOB DESCRIPTION

 

Position Summary

A Customer Care Support Specialist is a professional who is responsible for resolving customer queries, recommending solutions and guiding product users through features and functionalities regarding a particular business. Excellentcommunication skills, a problem-solving mindset, and the ability to work under pressure is key in maintaining our company’s reputation for outstanding customer service with a high satisfaction rate. 

 

Essential Duties and Responsibilities

• Collaborate with other departments to ensure customer needs are met and contribute to the development of customer service policies

• Listen and respond to customer queries in a timely and accurate way, via phone, email or chat

• Identifying customer needs and helping customers use specific features

• Propose potential products or services to top management to gather customer information and analyze customer needs

• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)

• Update our internal databases with information about technical issues and useful discussions with customers

• Monitor customer complaints on social media and reach out to provide assistance

• Share feature requests and effective workarounds with team members

• Follow up with customers to ensure their technical issues are resolved

• Gather customer feedback and share with our Product, Sales and Marketing teams

• Take the extra mile to engage customers and build a loyal customer base 

• Provide accurate, valid, and complete information by using the right methods and tools

• Any other duties as assigned

 

Required Qualifications and Skills

• Experience using help desk software and remote support tools

• Excellent communication and problem-solving skills

• Excellent written and verbal communication skills

• Strong interpersonal skills

• Has a positive and professional work attitude

• Strong phone contact handling skills and active listening

• Familiarity with CRM systems and practices

• Customer orientation and ability to adapt/respond to different types of characters

• Ability to multitask, prioritize, and manage time effectively

 

Education and Experience Requirements

• Associate or Bachelor’s degree required 

• High school diploma or equivalent; college degree preferred

• Proven customer support experience or experience as a Client Service Representativ

• Experience as a Customer Support Specialist or similar CS role