Customer Service - Email Support Tewksbury, MA

Customer Service - Email Support job at Mastech Digital. Tewksbury, MA.

Role Overview:

We are seeking a customer-focused professional to manage incoming customer complaints via email, ensuring timely, professional, and effective resolution. The role involves triaging issues, escalating urgent matters, and collaborating with cross-functional teams in a fast-paced, small-team environment.

Key Responsibilities:

• First-level triage of customer complaints and QRS email queue; identify duplicates, assign issues, and elevate urgent quality or regulatory matters.
• Communicate professionally with customers and internal teams (Quality, Regulatory, Sales, Business Operations, Scientific Support).
• Collaborate on projects and continuous improvement initiatives to enhance customer satisfaction.
• Prioritize daily tasks and ensure adherence to QRS guidelines and procedures.
• Track and report on key metrics as needed.

Required

Skills & Experience:

• 2–4 years of customer-facing experience (restaurant or similar environment preferred).
• Strong email communication skills; courteous, professional, and articulate.
• Ability to handle time-sensitive requests, prioritize, and elevate appropriately.
• Proficient in Microsoft Office; quick learner for new systems.
• Experience in manufacturing, medical device, or quality/regulatory environments is a plus.

Desired

Skills:

• Experience with reporting and metrics.
• Familiarity with ETQ, SharePoint, Salesforce, or People Soft.
• Multi-lingual skills.
• Interest in innovation, automation, and process improvement.

Soft Skills:

• Positive attitude, professional composure under pressure.
• Strong teamwork and collaboration skills.
• Good judgment, discretion, and customer empathy.
• Ability to communicate effectively across regions and departments.

Education:

• High School Diploma/GED required;
  Associate’s Degree preferred.

Performance Metrics:

• Timely handling of inquiries according to QRS guidelines.
• Positive interactions with customers and internal teams.
• Correctly elevate issues per procedures.