Customer Support Specialist

At Kpler, we are dedicated to helping our clients navigate complex markets with ease. By simplifying global trade information and providing valuable insights, we empower organisations to make informed decisions in commodities, energy, and maritime sectors. Since our founding in 2014, we have focused on delivering top-tier intelligence through user-friendly platforms. Our team of over 700 experts from 35+ countries works tirelessly to transform intricate data into actionable strategies, ensuring our clients stay ahead in a dynamic market landscape. Join us to leverage cutting-edge innovation for impactful results and experience unparalleled support on your journey to success. As a Customer Support Specialist, you will serve as the frontline point of contact for customers, delivering responsive, high-quality support across multiple communication channels. You will play a key role in resolving inquiries efficiently, ensuring a seamless customer experience, and maintaining strong service standards. This role requires a customer-focused mindset, strong problem-solving skills, and the ability to manage issues with accuracy and professionalism. In addition to day-to-day support, you will contribute to continuous improvement initiatives by identifying recurring customer challenges, highlighting operational inefficiencies, and escalating trends or concerns where appropriate. You will collaborate closely with cross-functional teams to help drive customer satisfaction, operational excellence, and long-term client success. \n

Key Responsibilities

Respond to customer inquiries via email, chat, or other support channels in a professional and timely manner to determine root cause of the problem and recommend a suitable solution. Resolve customer complaints, issues, and service requests effectively while maintaining a high level of customer satisfaction. Escalate complex or unresolved cases to the appropriate departments when necessary and inform client-facing teams about downtime and relevant issues. Maintain accurate customer records and document all interactions in the relevant systems. Provide customers with accurate information regarding products, services, policies, and procedures. Follow up on open tickets and proactively get updates from internal teams. Support order processing, billing inquiries, or account-related requests where applicable. Identify recurring customer issues and provide feedback for process or service improvements. Meet established service standards, response times, and productivity targets. Communicate about outages both internally and externally. Nice to have Experience in the maritime, commodities or tech industry. Experience supporting customers through multiple channels (email, live chat). Exposure to service quality or KPI-driven environments. Experience handling escalations or difficult customer situations. Multilingual communication skills. \nWe are a dynamic company dedicated to nurturing connections and innovating solutions to tackle market challenges head-on. If you thrive on customer satisfaction and turning ideas into reality, then you’ve found your ideal destination. Are you ready to embark on this exciting journey with us? We make things happen We act decisively and with purpose, going the extra mile. We build together We foster relationships and develop creative solutions to address market challenges. We are here to help We are accessible and supportive to colleagues and clients with a friendly approach. Our People Pledge Don’t meet every single requirement? Research shows that women and people of color are less likely than others to apply if they feel like they don’t match 100% of the job requirements. Don’t let the confidence gap stand in your way, we’d love to hear from you! We understand that experience comes in many different forms and are dedicated to adding new perspectives to the team. Kpler is committed to providing a fair, inclusive and diverse work-environment. We believe that different perspectives lead to better ideas, and better ideas allow us to better understand the needs and interests of our diverse, global community. We welcome people of different backgrounds, experiences, abilities and perspectives and are an equal opportunity employer. By applying, I confirm that I have read and accept the Staff Privacy Notice Apply To This Job