Overview
The Customer Support Representative plays a crucial role in maintaining customer satisfaction and loyalty. They are the frontline of the company and are responsible for addressing customer inquiries, resolving issues, and providing exceptional service to ensure a positive customer experience.
Key Responsibilities
- Responding to customer inquiries via phone, email, and live chat
- Identifying and assessing customers' needs to achieve satisfaction
- Resolving product or service problems by clarifying the customer's complaint
- Building sustainable relationships and trust with customer accounts through open and interactive communication
- Handling customer complaints, providing appropriate solutions and alternatives within the time limits
- Keeping records of customer interactions, transactions, comments, and complaints
- Following communication procedures, guidelines, and policies
- Managing a large volume of customer inquiries while maintaining a high level of professionalism
- Providing accurate, valid, and complete information by using the right methods/tools
- Monitoring customer satisfaction by conducting surveys and feedback analysis
Required Qualifications
- High school diploma or equivalent
- Prior experience in customer service or a related field
- Excellent communication and interpersonal skills
- Strong problem-solving abilities
- Empathetic and patient demeanor
- Ability to multitask and manage time effectively
- Proficiency in using CRM software and help desk platforms
- Ability to work in a fast-paced and dynamic environment
- Positive attitude and willingness to learn and adapt
- Attention to detail and accuracy
Skills: communication,multitasking,empathy,time management,customer,customer support,customer experience,chat,customer satisfaction