Customer Support Associate 16F25

A Customer Support Associate plays a vital role in maintaining customer satisfaction and loyalty by efficiently resolving inquiries and issues while providing an exceptional level of service. The primary function of this position is to interact with customers to provide information about products or services, handle and resolve complaints, and provide the support necessary to ensure customer satisfaction. Utilizing excellent communication skills, a Customer Support Associate listens attentively to customers' needs and then provides tailored solutions. The role also involves maintaining records of customer interactions and ensuring that all communications adhere to the company's service standards. This position requires someone who is patient, empathetic, and capable of handling stressful situations with positivity and professionalism.

Responsibilities

• Respond to customer inquiries via phone, email, and chat promptly and professionally.
• Identify and assess customers’ needs to achieve satisfaction and drive retention.
• Manage and resolve customer complaints in a patient and empathetic manner.
• Maintain accurate records of customer interactions and transactions for future reference.
• Follow communication procedures, guidelines, and policies to uphold company standards.
• Provide detailed information and support to customers regarding products and services.
• Communicate effectively with other departments to ensure a seamless customer experience.
• Escalate unresolved issues to the appropriate internal teams or management as needed.
• Assist customers with the placement and adjustment of orders as required.
• Identify opportunities to upsell products and services to existing customers.
• Stay updated on product knowledge and industry trends to provide accurate assistance.
• Contribute to team efforts by accomplishing related tasks as assigned by higher management.

Requirements

• High school diploma or equivalent; additional education is a plus.
• Proven customer support experience or experience as a client service representative.
• Strong phone handling skills and active listening abilities are required.
• Familiarity with CRM systems and practices to ensure successful interactions.
• Excellent communication and presentation skills both written and oral.
• Ability to multi-task, prioritize, and manage time effectively in a fast-paced environment.
• High level of patience and empathy, with a customer-oriented attitude.