Customer Support Associate 11N25

The role of a Customer Support Associate is vital in maintaining the high standards of customer service that our organization promises. As a Customer Support Associate, you will be the first point of contact for our customers, addressing their inquiries, resolving issues, and providing information about our products and services. This position requires excellent communication skills, a deep understanding of customer service principles, and the ability to meet or exceed customer satisfaction expectations. You will work alongside a dynamic team and report to the Customer Support Manager. This is a wonderful opportunity for individuals who are passionate about helping people and eager to develop a career in customer service.

Responsibilities

• Respond promptly to customer inquiries through various channels including email and phone.
• Maintain a positive, empathetic, and professional attitude towards customers at all times.
• Handle complaints, provide appropriate solutions, and ensure a resolution within stipulated time limits.
• Keep records of customer interactions, transactions, comments, and complaints accurately.
• Communicate and coordinate with colleagues as necessary to ensure excellent service standards.
• Provide feedback on the efficiency of the customer service process to the team manager.
• Identify product or service issues and escalate them promptly to the concerned department.
• Follow up with customers to ensure their technical issues are resolved satisfactorily.
• Process orders, forms, applications, and requests in a timely and efficient manner.
• Stay updated with the latest product information to deliver accurate assistance to customers.
• Assist in training junior customer support representatives regarding customer service protocols.
• Participate in team meetings to improve knowledge and contribute to team goals.

Requirements

• High school diploma or equivalent educational qualification is mandatory.
• Proven experience in a customer service role, preferably in a similar industry.
• Excellent verbal and written communication skills in English.
• Strong problem-solving skills and the ability to think on your feet.
• Ability to remain calm while dealing with difficult customers and situations.
• Proficient in using computers and familiar with CRM software and tools.
• Demonstrated ability to work independently and as part of a team.
• Strong time management and organizational skills to handle customer inquiries efficiently.