Job Summary
We are seeking a customer-focused and proactive Customer Support Representative to provide exceptional service to our customers. The ideal candidate will handle customer inquiries, resolve issues efficiently, and ensure a positive customer experience through various communication channels, including phone, email, chat, and social media.
Key Responsibilities
- Respond to customer inquiries via phone, email, chat, and other support channels.
- Resolve customer complaints and provide appropriate solutions within established timelines.
- Maintain accurate records of customer interactions in the CRM system.
- Escalate complex issues to the appropriate departments when necessary.
- Provide product and service information to customers.
- Follow up with customers to ensure issues are fully resolved.
- Meet or exceed customer satisfaction (CSAT), response time, and productivity targets.
- Collaborate with internal teams to improve customer experience.
- Stay updated on company products, services, and policies.
- Identify opportunities to improve support processes and customer satisfaction.
Required Qualifications
- Bachelor's degree in any discipline (preferred).
- 0–3 years of experience in customer service, customer support, or a similar role.
- Excellent verbal and written communication skills.
- Strong problem-solving and conflict-resolution abilities.
- Basic computer proficiency and familiarity with Microsoft Office.
- Ability to multitask and work in a fast-paced environment.
- Strong interpersonal skills and a customer-first mindset.
Preferred Qualifications
- Experience using CRM tools such as Salesforce, Zendesk, Freshdesk, or HubSpot.
- Experience in BPO, SaaS, e-commerce, or technical support.
- Multilingual communication skills are an advantage.
Key Skills
- Customer Service
- Active Listening
- Communication Skills
- Problem Solving
- Time Management
- Empathy
- CRM Software
- Email & Chat Support
- Teamwork
- Attention to Detail
Key Performance Indicators (KPIs)
- Customer Satisfaction (CSAT)
- First Response Time (FRT)
- First Contact Resolution (FCR)
- Average Handling Time (AHT)
- Quality Assurance (QA) Score
- Customer Retention Rate
Benefits
- Competitive salary
- Health insurance
- Paid time off
- Performance incentives
- Training and career development
- Flexible work arrangements (where applicable)