Customer Support Representative (225-715)

As a Customer Support Representative, you will be the primary point of contact for our valued customers, providing exceptional service and support through various communication channels. Your role is to address customer inquiries, resolve issues, and ensure a positive customer experience. You will work closely with other teams to enhance our services and maintain customer satisfaction. Patience, compassion, and excellent problem-solving skills are essential in this role, as you will be managing diverse customer queries and challenges. This position is perfect for someone who thrives on interaction and enjoys being a pivotal part of the customer journey.

Responsibilities

• Respond to customer inquiries promptly through email, phone, and live chat support.
• Identify customers’ needs and provide consistent, accurate, and timely information.
• Resolve product or service issues by effectively clarifying customer complaints.
• Maintain and update customer records with detailed information about interactions.
• Collaborate with other departments to address complex customer issues accurately.
• Follow up on customer interactions to ensure satisfactory resolutions to their problems.
• Provide troubleshooting assistance for products and resolve technical issues when necessary.
• Contribute to the continual improvement of support processes and customer satisfaction.
• Keep abreast of product knowledge and new developments in customer service trends.
• Meet or exceed customer service KPIs and handle a high volume of interactions daily.
• Escalate unresolved issues to appropriate internal teams for further support.
• Train and mentor junior team members in customer handling processes and tools.

Requirements

• High school diploma or equivalent; bachelor’s degree preferred for this position.
• Proven customer support experience or experience in a client-facing role.
• Exceptional written and verbal communication skills are mandatory.
• Strong problem-solving abilities with analytical skills to understand customers issues.
• Proficiency in using customer support software and CRM systems required.
• Ability to work well in a team environment and collaborate effectively with colleagues.
• Flexibility to work shifts and handle customer interactions in different time zones.
• Highly organized with excellent time-management skills to handle multiple tasks.