Customer Support Representative (225-731)

The Customer Support Representative plays a critical role in ensuring customer satisfaction by addressing and resolving inquiries and issues promptly and effectively. This position requires excellent communication skills and the ability to empathize with customers while providing resolutions that align with company policies. As a bridge between the company and its clients, the Customer Support Representative is expected to maintain a professional demeanor, work collaboratively with internal teams, and contribute to improving customer service processes. This role offers the opportunity to handle a diverse range of customer interactions, fostering a positive relationship with customers and enhancing their experience with our products and services.

Responsibilities

• Respond to customer inquiries via phone, email, and live chat platforms.
• Identify and troubleshoot issues with the company's products or services.
• Maintain detailed and accurate records of customer interactions and resolutions.
• Collaborate with other departments to resolve complex customer issues promptly.
• Provide feedback to management regarding customer concerns and issues.
• Assist in the development and updating of customer support documentation.
• Handle complaints and ensure that customer issues are promptly escalated when necessary.
• Ensure a high level of customer satisfaction through effective communication and problem-solving skills.
• Stay updated on product knowledge and company procedures to provide accurate information.
• Conduct follow-ups with customers to ensure their issues have been resolved satisfactorily.
• Participate in training sessions to enhance customer service skills continuously.
• Identify potential areas for service improvements and discuss with the support team.

Requirements

• High school diploma or equivalent; higher education is a plus.
• Experience in customer service or a similar role is preferred.
• Excellent verbal and written communication skills required.
• Proficiency in using customer service software and CRM tools.
• Strong problem-solving skills and the ability to remain calm under pressure.
• Ability to work independently and as part of a team effectively.
• Flexibility to work various shifts, including evenings and weekends.
• Familiarity with the company's products and services is advantageous.