Company Overview

The organisation is committed to delivering reliable, professional, and customer-focused services that help customers achieve their objectives with confidence. Its approach to customer service centres on clear communication, timely assistance, practical problem-solving, and the continuous improvement of the overall customer experience.

The customer support function plays an important role in maintaining customer satisfaction, strengthening long-term relationships, and ensuring that enquiries are handled consistently across communication channels. The team works closely with other departments to resolve issues, communicate service updates, identify recurring concerns, and ensure that customers receive accurate and helpful information.

The organisation values individuals who combine strong communication skills with patience, sound judgement, attention to detail, and a genuine commitment to service quality. As part of a remote team, employees are expected to manage their responsibilities independently while maintaining effective communication and collaboration with colleagues.

Role Summary

The Senior Customer Support Specialist will manage customer enquiries, investigate service-related issues, coordinate resolutions, and help maintain high standards of customer satisfaction. The role involves handling routine requests as well as more complex cases that require detailed investigation, careful communication, or coordination across multiple departments.

The successful candidate will serve as an experienced point of contact for customers who require guidance, clarification, or assistance with products and services. They will assess each enquiry, gather relevant information, identify the appropriate solution, and ensure that customers understand the next steps. Where an issue cannot be resolved immediately, the specialist will maintain ownership of the case until it has been appropriately addressed or transferred to the responsible team.

In addition to daily support activities, the role will contribute to service improvement by identifying recurring customer concerns, documenting common problems, sharing feedback with relevant teams, and helping refine support procedures. The position is suited to a professional who can balance efficiency with empathy and maintain a high standard of service while working independently in a remote environment.

Key Responsibilities

• Respond to customer enquiries through approved communication channels, including email, live chat, support tickets, and other digital service platforms.
• Provide accurate, clear, and timely information about products, services, account procedures, service availability, and established support processes.
• Investigate customer complaints and technical or operational concerns by reviewing available records, gathering relevant details, and following appropriate troubleshooting procedures.
• Manage cases from initial contact through resolution, ensuring that customers receive appropriate updates and understand any actions required from them.
• Assess the urgency and potential impact of customer issues, prioritising cases according to established service-level agreements and internal escalation procedures.
• Handle complex or sensitive enquiries professionally, maintaining a calm and respectful approach even when customers are frustrated or dissatisfied.
• Coordinate with technical support, operations, billing, account management, and other internal teams when an issue requires specialist assistance.
• Maintain accurate case records, including customer details, issue descriptions, troubleshooting steps, communication history, escalation notes, and final outcomes.
• Explain procedures and solutions in accessible language, adapting communication to customers with different levels of product knowledge and technical understanding.
• Follow up on outstanding cases to confirm progress, reduce unnecessary delays, and ensure that customers are not left without relevant information.
• Identify recurring complaints, service interruptions, process weaknesses, and other patterns that may affect customer satisfaction.
• Provide constructive feedback to team leaders and relevant departments regarding common customer concerns and opportunities to improve service delivery.
• Support the development and maintenance of internal knowledge-base articles, frequently asked questions, troubleshooting guides, and standard response templates.
• Assist with onboarding and informal guidance for newer support colleagues by sharing effective case-handling practices and explaining established procedures.
• Monitor personal performance against relevant service indicators, including response time, resolution time, case quality, customer feedback, and adherence to service standards.
• Protect confidential customer information and follow applicable data protection requirements, information security policies, and internal record-handling procedures.
• Participate in team meetings, service reviews, process discussions, and training activities designed to improve consistency and operational effectiveness.
• Maintain reliable communication with colleagues and supervisors while managing assigned workloads in a fully remote working arrangement.

Requirements and Qualifications

• A degree, diploma, or equivalent qualification in Business Administration, Communications, Customer Service, Information Systems, or a related discipline is beneficial.
• Demonstrable experience in customer support, customer service, client assistance, service operations, or a similar customer-facing role.
• Experience managing customer complaints, investigating complex enquiries, and coordinating cases that require input from multiple teams.
• Excellent written and verbal communication skills, with the ability to explain information clearly, professionally, and empathetically.
• Strong listening, questioning, and problem-solving skills, including the ability to distinguish the underlying issue from the initial customer complaint.
• A customer-focused approach that balances responsiveness and empathy with established policies, operational requirements, and appropriate boundaries.
• Strong organisational skills and the ability to manage several cases simultaneously without compromising accuracy or follow-up quality.
• Familiarity with customer relationship management systems, ticketing platforms, email applications, live-chat software, and digital collaboration tools.
• Good judgement when prioritising requests, escalating risks, and handling situations that require additional investigation or approval.
• Attention to detail when documenting cases, updating customer records, and communicating agreed actions.
• Ability to work independently, meet agreed service standards, and collaborate effectively with colleagues in a distributed team.
• Professional English proficiency; Estonian language skills may be advantageous depending on the organisation’s customer base.
• A commitment to confidentiality, responsible information handling, continuous learning, and consistent service quality.

Technical Environment

The role may involve customer support ticketing systems, CRM software, shared inboxes, live-chat platforms, knowledge-base tools, video-conferencing applications, and internal collaboration systems. The specialist should be comfortable switching between digital platforms, maintaining accurate records, and using documented procedures to manage cases efficiently.

Experience with reporting dashboards and service-level tracking tools would be beneficial. The successful candidate should also be able to learn new systems quickly and provide clear feedback when existing workflows create unnecessary difficulties for customers or support staff.

Benefits

• Remote working arrangement within Estonia, offering flexibility and reducing the need for daily office attendance.
• Full-time, permanent employment with the opportunity to contribute to long-term customer experience improvements.
• Opportunities to strengthen advanced customer communication, case management, problem-solving, and service recovery skills.
• Exposure to cross-functional collaboration with technical, operational, and customer-facing departments.
• Opportunities to contribute to knowledge management, process improvement, and the development of consistent support standards.
• A professional environment that values accountability, customer satisfaction, teamwork, and continuous improvement.
• Potential for professional development into specialist support, customer experience, quality assurance, or team coordination responsibilities, subject to business needs.

Application Instructions

Interested candidates should submit an up-to-date CV and a tailored application through the organisation’s designated application channel. Applications should highlight relevant customer support experience, familiarity with ticketing or CRM systems, and examples of handling complex enquiries or resolving customer complaints.

Candidates are encouraged to describe how they prioritise competing requests, communicate delays, manage escalations, and maintain customer confidence during difficult situations. Shortlisted applicants may be invited to participate in an interview or practical customer-support exercise assessing written communication, case documentation, problem-solving, and customer service judgement.

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