Hybrid Technical CX-DL bei Quantanite

About Us:Quantanite is a top-tier Business Process Outsourcing (BPO) provider, delivering high-quality, innovative solutions in a fast-paced and dynamic environment. We are committed to excellence, client satisfaction, and cultivating a high-performance culture that drives our continued success.

About the Role

We are seeking a dedicated and customer-focused Customer Support Specialist to join our team as the primary point of contact for customers utilizing our trade-in program services. In this role, you will ensure customers receive exceptional support throughout their device trade-in journey, from initial inquiry to final resolution, creating positive experiences that build lasting relationships.

This position requires someone who combines strong technical aptitude with excellent communication skills to guide customers through trade-in processes, resolve complex issues, and maintain detailed records within our CRM systems.

Key Responsibilities:

Customer Communication & Support

• Respond promptly and professionally to customer inquiries about trade-in values, shipping procedures, and program status via email and ticketing channels
• Guide customers through trade-in submissions, including product identification assistance and detailed shipping instructions
• Provide accurate information about device eligibility, valuation processes, and program terms and conditions

Issue Resolution & Investigation

• Investigate and resolve customer concerns including valuation discrepancies, shipping delays, and missing item reports
• Escalate complex technical issues to appropriate internal teams while maintaining ownership of customer communication
• Process refunds, adjustments, and program exceptions according to established protocols

Documentation & Data Management

• Maintain detailed, accurate case notes within CRM or designated ticketing systems for all customer interactions
• Document customer feedback, common issues, and process improvement suggestions
• Ensure all customer data is handled in compliance with privacy and security standards

Cross-Functional Collaboration

• Coordinate with internal teams and logistics partners to resolve customer issues efficiently
• Collaborate with product and operations teams to identify trends and improve customer experience
• Support the development and maintenance of help documentation, FAQs, and process guides

Process Improvement

• Follow established procedures while identifying opportunities for process optimization
• Contribute to knowledge base articles and customer self-service resources
• Participate in training programs to stay current with product updates and system changes

Essential Requirements

• 1-2 years minimum of customer service or technical support experience, preferably supporting international brands or technology products
• Strong English communication skills (written and verbal) with ability to communicate technical concepts clearly to diverse audiences
• Technology enthusiasm with genuine interest in consumer electronics and devices - you enjoy learning about new products and helping others understand them
• System proficiency - quick to learn new platforms and comfortable navigating multiple systems simultaneously

Technical Skills

• Experience with CRM systems (Salesforce, Zendesk, or similar ticketing platforms preferred)
• Proficiency with Microsoft Office Suite and web-based applications
• Ability to troubleshoot basic technical issues and guide customers through online processes
• Strong data entry accuracy and attention to detail

Core Competencies

• High-volume processing capability - proven ability to handle multiple inquiries efficiently while maintaining quality standards
• Problem-solving mindset with analytical skills to investigate complex customer issues
• Customer-first approach with empathy, patience, and professional demeanor in all interactions
• Adaptability to work in a fast-paced environment with changing priorities and evolving processes
  
  
  
  

Preferred Qualifications

• Previous experience in trade-in, buyback, or device lifecycle programs
• Understanding of logistics, shipping, and fulfillment processes
• Experience working with international customers across different time zones
• Knowledge of consumer electronics specifications and device evaluation criteria