About the Role:
As a Specialist, you'll handle a variety of customer service tasks with growing independence. You will support our team by assisting with processes and projects, improving your skills in handling a range of customer needs. This role builds on entry-level experience, providing more autonomy while contributing to customer satisfaction.
Responsibilities:
• Address more complex customer inquiries and complaints.
• Assist with onboarding and training new customer service representatives.
• Update customer accounts and profiles in the CRM system.
• Coordinate with other departments to resolve customer issues.
• Manage follow-up communications to ensure customer issues are resolved.
• Compile common customer issues and report to management.
• Provide product and service recommendations to customers.
• Support special projects aimed at improving customer service processes.
• Engage in peer mentoring and knowledge sharing.
• Escalate unresolved issues to higher levels when necessary.
Skills:
• Advanced Customer Interaction: Comfortable handling a broader range of customer inquiries.
• Intermediate Problem-Solving: Address more complex customer issues effectively.
• CRM Proficiency: Proficient in navigating and using Customer Relationship Management systems.
• Time Management: Efficiently juggle multiple tasks and prioritize effectively.
• Interdepartmental Collaboration: Coordinate efforts with other departments to resolve issues.
• Training Contribution: Participate in training and mentoring of new team members.
• Analytical Skills: Basic analysis of common customer issues and feedback.
• Customer Recommendation Ability: Offer tailored product/service suggestions based on customer needs.
Our Interview Practices
To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.
Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.
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