Associate - Customer Support 16D25

An Associate - Customer Support 16D25 is an essential role within our customer service team, primarily responsible for providing exceptional support and resolution to our clients' inquiries, ensuring a high level of customer satisfaction. This position demands excellent communication skills, both written and verbal, as it involves direct interaction with customers through various channels, including email, phone, and chat. The individual in this role will need to possess strong problem-solving abilities and a keen attention to detail to address customer issues effectively and efficiently. As an Associate - Customer Support, you will work closely with other team members and departments to ensure that customer inquiries and complaints are addressed promptly and professionally, contributing to a positive brand image and fostering long-term customer relationships.

Responsibilities

• Provide timely and accurate responses to customer inquiries and issues.
• Maintain a high level of professionalism and confidentiality in all interactions.
• Utilize customer support software to document and track customer interactions.
• Collaborate with team members to improve customer service processes and outcomes.
• Assist in developing and updating customer service policies and procedures.
• Identify and escalate complex or unresolved issues to higher-level support staff.
• Continuously update knowledge base with new product and service information.
• Participate in training sessions to enhance customer service skills and knowledge.
• Conduct follow-ups with customers to ensure satisfactory issue resolution.
• Analyze customer feedback and report trends to the appropriate departments.
• Provide feedback or suggestions for improvements based on customer interactions.
• Ensure customer interactions are conducted in compliance with company policies.

Requirements

• High school diploma or equivalent; bachelor’s degree preferred.
• Minimum of 1-2 years of customer service or support experience required.
• Excellent verbal and written communication skills are essential.
• Proficient in Microsoft Office and customer support software tools.
• Strong problem-solving abilities and attention to detail are required.
• Ability to handle stressful situations and remain calm under pressure.
• Flexibility to work various shifts, including evenings and weekends.