Client Support Specialist

Client Support Specialist (Omni Channel) - 99D

Job Overview

Reporting to the Client Support Team Lead, the Client Support Specialist is motivated by successfully, passionately, and proactively meeting the customer’s needs - coupled with a strong desire to go beyond the call of duty. Going beyond the call of duty includes, but is not limited to, a strong ability to think “outside the box” and always working 100% to exceed the customer’s expectations and build strong relationships with the customers of 99designs by Vista. You are a team player and foster an enjoyable and welcoming work environment.

Key Responsibilities
● Provide a passionate, professional, and dedicated client support experience through phone, email and online chat
● Making outbound calls to clients who we find need proactive support
● Swiftly respond to inbound calls within the provided SLA
● Efficiently and effectively solve complex problems with multiple team members across multiple departments
● Provide extra, in-depth support for problematic experiences and/or high paying customers
● Collect and share ideas to better the platform for all customers and services we offer
● Help clients about how to more effectively use the 99d platform in order for them to have a successful experience
● Assist with refund requests and attempt to save refunds by providing solutions to the customer's concerns
● Make recommendations to the customer about how to bring their design to life through print or digital solutions

Key Working Relationships
● Client Support
● Designer Support
● Account Management
● Learning & Development

Required Experience and Skills

Essential requirements
● Ability to thinking innovative, and develop solutions in the moment
● Experience in an omni-channel environment
● Excellent English writing and communication skills
● Ability to communicate effectively to a variety of audiences (upward and across teams)
● Strong interpersonal skills
● Ability to be flexible and adapt to change
● Ability to de-escalate customer issues
● Above all else, obsess over the customers needs

Preferred experience
● Experience with Zendesk
● Experience with 99designs
A bit about you:
● Positive Attitude
● Ability to think and problem solve independently
● Excitement to learn, grow, and adapt
● Strong ability to deal with ambiguity
● Data-driven
● Ability to break problems down
● Adaptability & Flexibility
● Customer Service Focused and Experienced
● Ability to communicate effectively to a variety of audiences
● Ability to anticipate the Customer’s needs

A bit about us
99designs by Vista is the world’s global creative platform that makes it easy for clients and designers to work together to create designs they love. Since 2008, our freelance community has brought more than one million creative projects to life for thousands of genius entrepreneurs, savvy small business owners, and brands with big ideas. As part of the Vista family, which includes VistaPrint and VistaCreate, 99designs helps small businesses thrive with expert design at their fingertips. We’re committed to creating a diverse and inclusive culture that welcomes, supports and celebrates individuals from all experiences and backgrounds. We know this is what enables us to build a stronger, more creative environment – both on our platform and within our own teams. This position description is intended merely as a guideline of the responsibilities involved in the position. The employee is expected to perform any other duties as reasonably required by their Manager.