Support Advisor 17N25

A Support Advisor plays a crucial role in facilitating seamless communication between a company and its clients, ensuring that any issues or inquiries regarding products, services, or accounts are addressed and resolved in a timely and efficient manner. As a Support Advisor, you will be the first point of contact for customers, offering assistance via phone, email, or chat. You will also work closely with other departments to gather accurate information needed to resolve customer queries effectively. Your role involves understanding customer needs, providing accurate information, offering solutions, and, just as importantly, following up to ensure customer satisfaction. Your ability to empathize with customers and use discretion in managing sensitive information will be key to succeeding in this role.

Responsibilities

• Respond promptly and professionally to incoming customer inquiries via call, email, or chat.
• Identify and assess customers’ needs to provide accurate resolutions or solutions.
• Collaborate with internal teams to escalate unresolved issues for quick resolution.
• Maintain a record of customer interactions, inquiries, complaints, and actions taken.
• Provide accurate product or service information to assist customers effectively.
• Follow up with customers after resolving their issues to ensure satisfaction.
• Participate in team meetings and contribute ideas for improving customer support processes.
• Ensure all support interactions are performed according to compliance regulations.
• Stay updated with product knowledge and changes to offer the best customer support.
• Manage multiple tasks at once while maintaining a high standard of written and verbal communication.
• Gather customer feedback to help improve the quality of the support service.
• Train and support new team members to ensure consistency in service delivery.

Requirements

• Proven experience in a customer support role or similar position.
• Strong verbal and written communication skills are essential.
• Ability to multi-task, prioritize, and manage time effectively.
• Experience in using customer support software and tools effectively.
• Adept at managing stressful situations while remaining calm and professional.
• Excellent problem-solving skills with a strong attention to detail.
• Ability to work independently and as part of a collaborative team.