Customer Support Specialist

I’m helping Vanqua Bio find a top candidate to join their team full-time for the role of Customer Support Specialist.

You'll support customers and enhance service quality in a mission-driven neurodegenerative biotech companyCompensation:

USD 27 - 35/hour

+ Commissions (:USD15/hour)

+ Bonuses (up to 50% of base compensation)

Location:

Remote: United States

Mission of Vanqua Bio:

"Vanqua Bio’s investors and partners are committed leaders in Parkinson’s disease, neuroscience research, and life–science investments."

What makes you a strong candidate:

• You are proficient in Customer service, Call management, CRM tools.
• English - Fully fluent

Responsibilities and more:

* Respond to customer inquiries via phone, email, chat, and social media in a timely and professional manner.

* Provide accurate and helpful information about products and services.

* Troubleshoot and resolve customer issues, escalating complex problems to the appropriate team members.

* Document customer interactions, issues, and resolutions in the CRM system.

* Maintain a thorough understanding of products, services, and company policies.

* Identify and escalate recurring issues or customer feedback to improve products and services.

* Assist with order processing, returns, and other customer-related tasks.

* Meet or exceed performance metrics, such as response time, resolution time, and customer satisfaction scores.

* Stay updated on industry trends and best practices in customer support.

* Collaborate with team members to share knowledge and improve processes.

* Adhere to all company policies and procedures.

Qualifications:

* High school diploma or equivalent; associate's or bachelor's degree preferred.

* Proven experience in customer service or a related field.

* Excellent communication skills, both written and verbal.

* Strong problem-solving and analytical abilities.

* Ability to multitask and prioritize tasks effectively.

* Proficiency in using CRM software and other customer support tools.

* Comfortable working independently in a remote environment.

* Reliable internet connection and a suitable home office setup.

* Ability to adapt to changing priorities and handle difficult customer situations.

* Familiarity with industry-specific terminology and practices.

Skills:

* Active listening.

* Problem-solving.

* Communication (written and verbal).

* Empathy

* Time management.

* Technical proficiency.

* Conflict resolution.

* Attention to detail.

* Adaptability.