Associate - Customer Support (225-731)

We are seeking a dedicated and enthusiastic Associate - Customer Support to join our dynamic team. As an Associate in the customer support division, you will play a vital role in ensuring customer satisfaction and retention by promptly addressing inquiries and resolving issues. You will act as the first point of contact for our clients, providing friendly and efficient service to ensure their needs are met. The ideal candidate will possess excellent communication skills, a strong orientation to detail, and the ability to think critically to offer solutions. This is a perfect opportunity for someone who is passionate about delivering excellent service and wishes to contribute to a team-oriented environment.

Responsibilities

• Respond to customer inquiries via phone, email, and chat promptly.
• Provide accurate information and resolution to customer issues while maintaining professionalism.
• Document all interactions and transactions thoroughly in the customer service database.
• Collaborate with internal departments to address complex customer issues effectively.
• Identify and escalate needs for further investigation, particularly for unresolved issues.
• Participate in regular training sessions to enhance product knowledge and service skills.
• Follow up with customers to ensure their issues were adequately addressed and resolved.
• Maintain customer satisfaction by providing top-notch service at all times.
• Identify trends in customer feedback and communicate them to management for process improvement.
• Contribute to team goals by meeting or exceeding individual performance metrics.
• Suggest improvements to customer service processes for increased efficiency.
• Assist in the development and updating of team documentation and resources.

Requirements

• High school diploma or equivalent; additional education or certification is an advantage.
• Proven customer service or support experience in a similar role.
• Excellent communication skills, both written and verbal are essential.
• Strong problem-solving skills with the ability to think critically and offer solutions.
• Ability to handle multiple tasks efficiently in a fast-paced environment.
• Proficiency in using customer service software and tools for daily tasks.
• Strong interpersonal skills with a friendly and empathetic demeanor.