Customer Support Associate (225-1009)

A Customer Support Associate plays a critical role in ensuring outstanding service is delivered to the clients and customers of a business. The position involves handling inquiries, resolving issues effectively and efficiently, and maintaining customer satisfaction at the highest level. By utilizing excellent communication skills, a Customer Support Associate acts as a liaison between the company and its customers, ensuring clarity, understanding, and satisfaction in all customer interactions. The ideal candidate for this role is patient, communicative, and thrives in a team-oriented environment. They must also be agile in navigating multiple systems and juggling tasks concurrently to meet customer needs promptly and accurately.

Responsibilities

• Respond promptly to customer inquiries via phone, email, and chat.
• Identify and assess customers’ needs to achieve satisfaction.
• Manage and resolve customer complaints and issues to the best resolution possible.
• Document all customer interactions and transactions appropriately in the system.
• Provide accurate, valid, and complete information by using the right methods.
• Build sustainable relationships and trust with customer accounts through open communication.
• Ensure the customer database is kept up-to-date with the latest information.
• Collaborate with team members to ensure a high level of customer service.
• Follow communication procedures, guidelines, and policies strictly.
• Meet personal and team sales targets, call handling quotas, and quality standards.
• Assist in the development of customer service best practices and approaches.
• Provide feedback and recommendations to management on ways to improve processes.

Requirements

• Proven customer support experience or experience in a similar role.
• Strong phone contact handling skills and active listening capabilities.
• Excellent communication and presentation skills, both verbal and written.
• Ability to multi-task, prioritize, and manage time effectively in a fast-paced environment.
• Familiarity with CRM systems and practices is a plus.
• A customer-oriented mindset with the ability to adapt/respond to different characters.
• High school diploma required; additional qualifications in Customer Service or a related field are a plus.