Customer Support Representative (225-1013)

As a Customer Support Representative, you play a vital role in enhancing customer satisfaction and ensuring long-term client relationships. You will serve as the first point of contact for customers, addressing inquiries, solving problems, and providing solutions to their needs through various communication channels. Your responsibility is to deliver exceptional support while maintaining a positive and professional demeanor. You will be required to understand the products and services offered by the company in order to assist customers effectively. Patience, empathy, and excellent communication skills are essential to resolve customer issues promptly and efficiently. Your ability to analyze customer concerns and provide tailor-made solutions will contribute significantly to the company's goal of ensuring customer loyalty and enhancing brand reputation.

Responsibilities

• Respond quickly and efficiently to customer inquiries and complaints via email, phone, or chat.
• Maintain a high level of professionalism and empathetic communication with customers at all times.
• Provide accurate, valid, and complete information by using the right methods and tools.
• Resolve customer complaints by investigating problems and developing effective solutions.
• Follow communication procedures, guidelines, and policies to ensure consistency in service delivery.
• Identify and assess customers' needs to achieve satisfaction and loyalty.
• Work collaboratively with team members to address complex customer concerns and queries.
• Keep records of customer interactions, transactions, comments, and complaints efficiently.
• Escalate unresolved issues to the higher-level support staff or alternative departments when necessary.
• Provide feedback on the efficiency of the customer support process and suggest improvements.
• Actively participate in training and development opportunities to continuously improve customer service skills.
• Meet or exceed key performance metrics including customer satisfaction, resolution time, and call handling time.

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 customer service software platforms.
• Excellent communication and presentation skills, both verbal and written.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Problem-solving skills with attention to detail and the ability to handle challenging scenarios.
• High school diploma or equivalent; a college degree is a plus.