Customer Support Agent (225-911)

As a Customer Support Agent, you will be the primary point of contact for our valued customers, ensuring a positive experience by addressing their inquiries and resolving issues timely and effectively. Our ideal candidate is someone passionate about delivering exceptional customer service, with strong communication skills and a problem-solving mindset. You will be responsible for managing customer interactions via multiple channels including phone, email, and live chat. Join us in a supportive and dynamic environment where your contributions directly impact customer satisfaction and business success. You will be working alongside a dedicated team, leveraging advanced support tools to enhance the customer experience and provide the highest quality of service.

Responsibilities

• Respond to customer inquiries and provide detailed information as needed.
• Resolve product or service problems by determining the cause of the issue.
• Manage large volumes of inbound and outbound calls in a timely manner.
• Identify and assess customers’ needs to achieve satisfaction and retention.
• Build sustainable relationships and trust with customers through open communication.
• Provide accurate, valid, and complete information using the appropriate systems.
• Handle customer complaints, provide appropriate solutions, and alternatives rapidly.
• Follow communication procedures, guidelines, and policies at all times.
• Engage with product development teams by sharing customer feedback.
• Keep records of customer interactions, process customer accounts, and file documents.
• Recognize, document, and alert management of trends in customer calls.
• Collaborate with team members to enhance customer service standards and effectiveness.

Requirements

• Proven customer support experience or experience as a client service representative.
• Strong phone contact handling skills and active listening abilities.
• Familiarity with CRM systems and practices is highly desirable.
• Excellent written and verbal communication skills are essential.
• Ability to multitask, prioritize, and manage time effectively.
• A diplomatic and empathetic approach to dealing with difficult customers.
• High school diploma, general education degree, or equivalent required.