Customer Support Associate (225-808)

As a Customer Support Associate, you play a pivotal role in ensuring customer satisfaction by providing excellent service and support for our clients. You will be the first point of contact for customers seeking assistance, and your goal will be to effectively address customer inquiries, resolve issues, and provide information promptly. Your strong communication skills and empathetic nature will help in understanding customer needs and delivering solutions that enhance the overall customer experience. As part of a dynamic team, you will work collaboratively to uphold our company’s reputation for outstanding support. If you are someone who thrives in a service-oriented role and loves solving problems, this position offers a rewarding and fulfilling career path.

Responsibilities

• Respond to customer inquiries promptly via email, phone, or chat services.
• Identify customer needs and assist with appropriate solutions and information.
• Manage and resolve customer complaints with professionalism and empathy.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Document and update customer records as required by customer service guidelines.
• Collaborate with team members to improve customer service procedures and feedback mechanisms.
• Follow up on customer interactions to ensure issues are fully resolved and documented.
• Escalate complex issues to higher-level support or relevant departments as necessary.
• Stay informed of company's product and service updates to provide accurate information.
• Conduct customer satisfaction surveys to gather feedback and improve service quality.
• Support the development and implementation of new customer service strategies.
• Participate in training and development programs to enhance service delivery skills.

Requirements

• Proven customer support experience or experience as a client service representative.
• Strong telephone and verbal communication skills along with active listening abilities.
• Familiarity with CRM systems and customer service practices and procedures.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Highly empathetic and patient, with a customer-first attitude and approach.
• Flexibility to work in shifts or beyond normal hours when required.
• High school diploma or equivalent; additional qualifications are a plus.