Dreamer Support Specialist
Dream Con is all about making the best experience possible for everyone! The Dreamer Support Specialist plays a critical role resolving technical problems with our website, mobile app, products, and services. Responsibilities include, but not limited to, managing customer queries and complaints, processing orders, recommending solutions, and guiding users through features and functionalities.
Responsibilities:
- Promptly and accurately respond to customer queries via email and/or appropriate channels
- Identify customer needs and help customers use specific features
- Analyze and report issues or technical malfunctions to appropriate departments and website team
- Monitor customer complaints on social media and identify any patterns of complaints to determine root issues
- Gather feedback and share with Dream Con Directors
- Learn and understand Dream Con and everything we provide to customers
- Escalate serious complaints or issues that you are not equipped to deal with
- Identify common problems and escalate them to management, along with possible suggestions for improvement, wherever possible.
- Maintain a polite, helpful, and professional manner at all times
- Obtaining and sharing customer feedback with departments so that products and services can be improved.
- Respect client/customer confidentiality at all times
- Keep records of customer interactions, transactions, comments, and complaints
Requirements:
- Experience as a customer support specialist or similar customer service role
- Familiarity with Dream Con, FAQs, and products so that you can answer questions appropriately
- Ability to multitask and manage different communication channels
- Excellent communication, judgment, and problem-solving skills
- Patience and care when handling difficult cases
- Ability to respond appropriately under pressure
- A positive attitude and willingness to build relationships with Dreamers
