Description

FabMinds is seeking a dedicated Customer Support & Social Media Moderator to join our team. The ideal candidate will be responsible for managing and responding to customer inquiries, comments, and messages on our social media platforms. Additionally, this role involves handling phone calls to confirm orders, resolving issues related to order cancellations, and updating our CRM system. The candidate should have excellent communication skills, be highly organized, and demonstrate a passion for delivering exceptional customer service.

Roles & Responsibilities

Social Media Management:

Monitor and respond to comments, messages, and inquiries across all social media platforms promptly and professionally.
Escalate complex issues to the relevant departments while ensuring a seamless customer experience.
Engage with the online community to foster positive customer relationships and build brand loyalty.

Customer Support:

Handle incoming and outgoing calls with customers to confirm orders, answer queries, and resolve any order-related issues
Communicate clearly and effectively with customers to address concerns regarding cancellations, refunds, and other support-related matters.
Provide timely and accurate responses to customer complaints, ensuring that issues are resolved to the customer's satisfaction.

CRM Management:

Update and manage customer data in the CRM system, ensuring all interactions, order confirmations, and cancellations are properly recorded.
Coordinate with other departments to ensure smooth order processing, including handling order modifications and cancellations.

General Administration:

Assist in reporting customer feedback to improve products, services, and overall customer experience.
Stay updated on company products, services, and promotions to effectively communicate with customers.

Requirements

Proven experience in customer service, social media moderation, or a similar role.
Strong communication skills (both written and verbal) with a focus on clarity and professionalism.
Familiarity with social media platforms like Facebook, Instagram, Twitter, and others.
Experience in handling calls and managing a CRM system.
Ability to multi-task, prioritize, and manage time effectively.
Strong problem-solving skills and attention to detail.
Proficiency in using customer support software and CRM tools.

Desired Candidate Qualities

Empathetic and patient with a customer-first mindset.
Strong interpersonal skills with the ability to engage with a diverse range of customers.
Tech-savvy and adaptable to new systems or platforms.
Proactive, with the ability to work both independently and as part of a team.
Excellent organizational skills and the ability to manage multiple tasks simultaneously.
A positive attitude, with a focus on providing excellent customer service.

What We Offer

Opportunities for growth through a wide spectrum of challenging assignments.
Competitive compensation package and benefits in line with qualifications and experience.
Respectful workplace with strong and diverse culture that encourages innovation and endorse equality.
Continuous development of your skills through interaction and mentoring from highly skilled managers and peers as well as formal technical and non-technical training.
Team spirit and passion for advancing the technology of additive manufacturing.
Endorsement of employees health and wellness as well as work-life balance.

Customer Support Specialist

Customer Support Specialist