Customer Operations Specialist

As a Customer Operations Specialist at SOFTONE-ENTERPRISE, you will be responsible for providing exceptional customer support through various channels such as phone, live chat, and remote access. Your roles will include managing customer inquiries, developing training materials, conducting training sessions for users of cosmoONE applications, configuring applications to meet specific business needs, and ensuring software quality through rigorous testing. Your aim will be to enhance customer satisfaction and ensure they fully benefit from our digital solutions.

To qualify for the Customer Operations Specialist role at SOFTONE-ENTERPRISE, you should have at least two years of experience in customer service, ideally in a software environment. Advanced technical skills and fluency in English and Greek are essential. Moreover, an understanding of regulatory frameworks like ISO 27001, GDPR, and strong communication and problem-solving abilities are crucial to effectively handle diverse customer needs and challenges.

At SOFTONE-ENTERPRISE, we place a strong emphasis on professional development, offering funded training opportunities to our Customer Operations Specialists. We believe in continuous learning, which means you'll have access to training sessions and resources that help you sharpen your skills and advance in your career. Additionally, you'll have the chance to learn directly from experienced colleagues in a supportive environment.

The work environment for a Customer Operations Specialist at SOFTONE-ENTERPRISE is collaborative and dynamic, fostering teamwork and communication. With a hybrid work model, you can enjoy both in-office camaraderie and remote flexibility. You will work closely with a dedicated team that values your contributions and encourages growth, making it a fulfilling place to develop your skills while working on meaningful projects.

A Customer Operations Specialist at SOFTONE-ENTERPRISE can expect a comprehensive benefits package that includes a competitive remuneration plan, private health insurance, and a hybrid working model that emphasizes work-life balance. Additionally, we provide transportation through company buses, catering services, and funded training to propel your career forward, ensuring that you feel valued and supported in your professional journey.

When answering this question, focus on specific examples that showcase your past experiences in software customer support. Highlight your communication methods, types of inquiries you handled, and your approach to resolving issues. Emphasize any metrics or KPIs you were able to influence through your efforts.

In your response, mention specific techniques that you use to calm frustrated customers, such as active listening, empathy, and effective problem-solving skills. Providing a real-life example where you turned a frustrated customer into a satisfied one can add credibility to your answer.

Discuss any CRM platforms or software tools that you have used to manage customer inquiries and support requests. Mention how you utilized these tools to streamline support processes, improve communication, and track customer feedback effectively.

Share your organizational strategies, such as prioritizing tasks, maintaining a detailed task list, or using project management software. Explain how these methods helped you keep track of customer requests and meet deadlines efficiently.

Provide a detailed account of a training session you've conducted, including how you prepared, the content you covered, and the feedback you received. Focus on how you ensured the training was effective and accessible to the customer.

To answer this, showcase your research on SOFTONE-ENTERPRISE, highlighting their product offerings such as ERP, CRM, and e-commerce platforms. Mention your understanding of their commitment to innovation and how you align with their mission to support business digital transformation.

Discuss your approach to quality assurance, including the steps you take during testing, such as creating test cases, documenting results, and collaborating with developers. Explain how your meticulous attention to detail contributes to delivering high-quality software.

Share personal stress management techniques that you find effective, like taking short breaks, maintaining a positive mindset, or practicing time management skills to manage heavy workloads effectively. This demonstrates your ability to thrive in a fast-paced environment.

Explain your methodical process for gathering requirements, engaging with stakeholders, and testing configurations. Emphasize your problem-solving skills and ability to customize solutions to meet diverse customer needs.

When responding to this question, consider mentioning communication skills, as they are crucial for effective customer interactions. Discuss how strong communication impacts customer satisfaction and helps in resolving issues efficiently.