Support Advisor (225-924)

A Support Advisor plays a critical role in ensuring the successful delivery of customer service by providing specialized advice and assistance to clients and customers. This position is pivotal in both pre-emptive and reactive support, assisting with system issues, account management, and service utilization. As a Support Advisor, you will act as the primary contact point for client queries and concerns, ensuring their needs are met efficiently and effectively. This role requires excellent communication skills, a strong understanding of the company's products and services, and a passion for delivering exceptional customer experiences. Your goal is to enhance customer satisfaction, build long-lasting client relationships, and contribute to the company’s success through reliable and insightful support.

Responsibilities

• Respond promptly to customer inquiries, resolving issues efficiently and accurately.
• Maintain a deep understanding of our products and services to better assist clients.
• Identify and assess customers’ needs to achieve satisfaction and retention.
• Build sustainable relationships and trust with customer accounts through open communication.
• Keep record of customer interactions, process accounts, and file documents.
• Collaborate with team members to improve customer service processes and outcomes.
• Provide accurate, valid and complete information by using the right methods/tools.
• Handle customer complaints, provide appropriate solutions, and follow up to ensure resolution.
• Meet personal and team sales targets and call handling quotas.
• Follow communication procedures, guidelines, and policies.
• Participate in training and development sessions to improve service quality.
• Assist in monitoring customer satisfaction and escalating issues as needed.

Requirements

• Proven customer support experience or experience as a client service representative.
• Strong phone contact handling skills and active listening capabilities.
• Familiarity with CRM systems and practices is highly advantageous.
• Customer-oriented mindset with the ability to adapt/respond to different types of personalities.
• Excellent communication skills, with proficiency in both written and verbal communication.
• Ability to multi-task, prioritize, and manage time effectively in a fast-paced environment.
• Bachelor’s degree in a relevant field or equivalent work experience preferred.