Key skills
MentoringCommunicationSales
About this role
SoTalent is seeking a Customer Experience Specialist who is dedicated to providing exceptional customer service. This role involves managing a high volume of customer inquiries, addressing various customer needs, and ensuring a positive experience across different communication channels.
Responsibilities:
- Provide customer support via phone, email, and instant messaging platforms
- Serve as the first point of contact for inbound customer inquiries
- Resolve basic and routine support issues, including address updates, order processing, warranty questions, and billing or payment concerns
- Escalate product‑ or service‑specific issues to the appropriate Product Support teams when necessary
- Troubleshoot customer concerns, identify root causes, and apply appropriate tools and resources to resolve issues efficiently
- Manage and resolve a high volume of customer inquiries while meeting defined resolution targets
- Document all customer interactions accurately in support systems, ensuring clear and complete records
- Maintain and update customer account and contact information with attention to accuracy
- Follow escalation procedures when issues cannot be resolved promptly and track follow‑ups to build knowledge and expertise
- Meet performance expectations related to quality, productivity, schedule adherence, and handle time
- Provide guidance or mentoring support to newer team members when required
- Complete other related tasks as assigned
Requirements:
- High School Diploma or equivalent required
- Minimum of 6 months of customer service experience
- Must be 21 years of age or older
- Ability to type at least 25 words per minute
- Comfortable working with desktop computers and Windows‑based systems
- Minimum internet speed: 15 Mbps download / 5 Mbps upload
- Stable connection with no packet loss and ping under 50 ms
- Internet service must not be satellite, mobile hotspot (5G/4G/3G), P2P, or VPN‑based
- Proof of internet speed required
- Dedicated, clean, and quiet workspace
- Customer service and/or sales experience preferred
- College education is a plus but not required