Associate - Customer Support (225-717)

As an Associate in Customer Support, you will be at the forefront of ensuring customer satisfaction and retention. This role involves interacting directly with customers to provide timely support, resolve issues, and share information about the company's products and services. You will need to cultivate a thorough understanding of the company's offerings to deliver comprehensive and accurate responses to customer inquiries. Your role is crucial in maintaining the company's reputation and building long-term relationships with our clients. If you have excellent communication skills, a knack for problem-solving, and a customer-centric approach, you will thrive in this dynamic environment where no two days are the same.

Responsibilities

• Respond promptly to customer inquiries via phone, email, and chat mechanisms.
• Identify and assess customers’ needs to achieve satisfaction and retention.
• Guide customers through the features and functionalities of products and services.
• Document all customer interactions accurately in the CRM system.
• Collaborate with team members to address complex cases and ensure quality resolution.
• Provide feedback to management regarding product issues and trends.
• Follow up on customer interactions to ensure their concerns are fully resolved.
• Consistently meet or exceed customer service and efficiency targets.
• Maintain a high level of professionalism and patience with each customer interaction.
• Assist in developing customer support materials and guides.
• Participate in training sessions to stay updated with product knowledge and service skills.
• Escalate unresolved issues to the appropriate internal teams and follow up accordingly.

Requirements

• Minimum of a high school diploma or equivalent educational achievement.
• Proven customer support experience or experience in a related customer-facing position.
• Excellent verbal and written communication skills for effective customer interaction.
• Familiarity with CRM systems and practices is an advantage.
• Strong problem-solving skills and the ability to think analytically.
• Adept at using digital technology and applications to assist in support tasks.
• Ability to work in a fast-paced environment and handle stressful situations calmly.