Associate - Customer Support 31O25

As an Associate - Customer Support, you will play a crucial role in delivering outstanding service to our clients by addressing inquiries and resolving potential issues they may encounter. This position is tailored for individuals with a passion for communication and a drive to problem-solve, aiming to enhance overall customer satisfaction and loyalty. Your responsibilities will include engaging with customers across multiple channels, ensuring their experience with our products and services is both positive and productive. You'll need to demonstrate empathy, patience, and technical competency, acting as a primary point of contact for troubleshooting and escalating situations to higher-level support when necessary.

Responsibilities

• Respond promptly and courteously to customer inquiries through various communication channels.
• Investigate and resolve customer complaints to ensure their satisfaction and retention.
• Escalate unresolved issues to higher-tier support or relevant department as needed.
• Maintain a detailed log of customer interactions and transactions in the database.
• Provide accurate and comprehensive information about products and services to customers.
• Identify customer needs and offer personalized solutions to improve their experience.
• Collaborate with team members to facilitate satisfactory resolutions for customer issues.
• Participate in training sessions to stay updated with product knowledge and new technologies.
• Monitor customer feedback to continuously improve support processes and service delivery.
• Assist in creating and updating support documentation and FAQs for customer self-help.
• Communicate with internal teams to troubleshoot and resolve complex customer issues.
• Deliver exceptional customer service aligned with the company’s values and objectives.

Requirements

• Bachelor’s degree or equivalent experience in customer service or related field.
• Excellent verbal and written communication skills in English.
• Strong problem-solving skills with the ability to work independently and efficiently.
• Proficiency in using customer service software, databases, and tools is preferred.
• Ability to stay calm and composed under pressure in a fast-paced environment.
• Proven track record of delivering exceptional customer service experiences.
• Flexible with working hours, including possible evenings, weekends, and holidays.