Customer Support Specialist (Russian Speaking) Full-time Job

About Us:

Nest One is dedicated to providing exceptional service and ensuring our clients receive timely, professional, and friendly assistance with all their inquiries and support needs. As a Customer Support Specialist, you will play a critical role in enhancing customer satisfaction and loyalty.

Role Overview:

The Customer Support Specialist will be responsible for handling incoming inquiries, resolving customer issues, and providing general assistance via phone, email, and chat. You will be the first point of contact for our Russian-speaking clientele and must possess excellent communication skills and a strong customer service orientation. A willingness to develop a deep understanding of our products/services, policies, and procedures.

Key Responsibilities:

Provide timely and accurate responses to customer inquiries via phone, email, and chat, while adhering to company quality standards.

Address and resolve customer complaints or concerns professionally and efficiently, escalating complex issues as needed to senior team members or subject matter experts.

Ensure appropriate measures are taken in providing feedback for problems faced in areas, as well as make proactive recommendations for process improvement, etc

Manage inbound and outbound service campaigns/activities (via phone or email) while providing value-added service delivery on products/services and policy interpretations/ clarifications.

Provide accurate, valid, and complete information to the customers by using the right methods/tools and actively identifying customers’ needs.

Contribute towards ensuring customer inquiries are well coordinated within service operations via excellent listening, clarification and communication skills.

Identify customer’s needs by clarifying the requirements, researching information and explaining solutions.

Assist with special projects or initiatives as assigned to enhance team productivity or customer experience.

Assist with the maintenance and enhancement of department databases by identifying discrepancies/issues, troubleshooting errors and updating relevant data with up-to-date and accurate customer or team information.

Be attentive, courteous, polite, and knowledgeable at all times, keeping our client brand top of mind.

Skills and Requirements:

Language: Fluency in Russian is mandatory (Native or Near-Native proficiency)

Exceptional command in oral communication.

Professional customer contact & customer interaction expertise.

Advanced proficiency in spoken and written communication.

Adaptable style and tone

Good at multi-tasking.

Proficiency with software for the customer/employee journey, e.g. Service Now or Salesforce (any major platform acceptable) for case resolution and journey guidance.

Intermediate Proficiency in common business communication, and task scheduling technologies e.g. Slack, Sharepoint, MS Suite apps and Gmail.

Experience working in contact centre services for global companies/ clients, experience on banking & finance or fin-tech would be highly regarded.

Bonus Experience & Skills:

Proficiency in other Asian and Eastern Europe languages will be positively considered e.g. Kyrgyz/Kazak/Polish.

Working with a multicultural support team to resolve issues.

Comfortable contributing ideas towards creating efficiencies

Why Join Us:

Opportunity to work with a dynamic team of international people, within a vibrant organization committed to creating the finest home in Central Asia and redefining living as it exists across the region.