Customer Support Specialist (Bilingual English & Spanish Speaker) - Mexico City

As a Customer Support Specialist at Aircall, your primary responsibilities include responding to customer inquiries, investigating issues, providing timely solutions, and escalating concerns when necessary. You will also collect feedback to enhance the overall customer experience, ensuring that our clients can efficiently manage their teams and make the most of Aircall's technology.

To excel as a Customer Support Specialist at Aircall, you should have excellent written and verbal communication in both English and Spanish. While experience in a SaaS B2B customer support role is a plus, what truly matters is a strong curiosity and empathy to address customer concerns effectively. Additionally, technical aptitude and the ability to multi-task in a remote environment are essential.

Working at Aircall as a Customer Support Specialist provides numerous opportunities for personal growth through exposure to a fast-paced environment, continuous learning, and collaboration with an international team. You'll not only develop your problem-solving skills but also cultivate a customer-centric mindset while being part of a company that emphasizes diversity and inclusion.

A typical workday for a Customer Support Specialist at Aircall involves engaging with customers via various communication channels, addressing their queries, and resolving any issues they face. You'll manage your time strategically to prioritize urgent concerns while also contributing to team goals by sharing insights and feedback to enhance service quality.

At Aircall, the team culture is collaborative and vibrant. As a Customer Support Specialist, you'll join a globally diverse group of professionals who value open communication and teamwork. This multicultural environment fosters innovation and encourages you to challenge yourself, share ideas, and grow together with your teammates.

To navigate difficult customer interactions, it's crucial to listen actively and empathize with the customer's concerns. Responding with patience, providing clear solutions, and following up to ensure satisfaction showcases your commitment to exceptional customer service.

When learning new software tools, I adopt a hands-on approach, exploring the features and functionality through practice. Additionally, I utilize available resources like tutorials and user manuals, and I seek help from colleagues when needed to quickly become proficient.

In the past, I encountered a customer with a complex issue involving multiple platforms. I successfully resolved it by breaking down the problem, coordinating with different teams, and keeping the customer informed throughout the process. The client appreciated my proactive communication and was ultimately satisfied with the outcome.

To manage my time effectively while addressing multiple customer inquiries, I prioritize tasks based on urgency and impact. I maintain an organized system to track requests and set specific time blocks to focus on responding to customers, ensuring each concern is addressed promptly.

Clear and effective communication with customers hinges on using simple language, avoiding jargon, and confirming understanding. I prefer to verify if the customer has any further questions or points of confusion, as it helps clarify any uncertainties.

I am driven by the satisfaction of helping others and the potential to make a positive impact on their work lives. Knowing that my support can empower customers to achieve their objectives inspires me to consistently deliver outstanding service.

If I encounter an issue I cannot resolve, I would gather all relevant information first, assess its urgency, and then escalate it to the appropriate team or supervisor. I would ensure to communicate the situation transparently to the customer and keep them updated on progress.

Essential qualities of a successful Customer Support Specialist include empathy, patience, strong communication skills, and the ability to adapt quickly to new challenges. These attributes help foster positive interactions and ensure customers feel valued and heard.

I view feedback as an opportunity for growth. When receiving negative feedback, I listen attentively, thank the customer for their input, and reassure them that their concerns will be addressed. This approach helps me learn and implement necessary improvements.

I am impressed by Aircall’s commitment to transparent communication and its focus on creating a diverse and collaborative environment. I believe that my skills and passion for customer support align with the company's values, making Aircall an ideal place for me to contribute and grow.