Customer Support Representative

Overview:

Key Responsibilities:

• Responding to customer inquiries via phone
• Resolving customer complaints and issues in a timely and professional manner
• Providing product information and technical support to customers
• Escalating complex issues to the appropriate departments
• Assisting customers with account management and billing inquiries
• Following up with customers to ensure their issues are resolved
• Documenting customer interactions and transactions
• Identifying and escalating priority issues
• Collaborating with other teams to improve the overall customer experience
• Contributing to the development of customer support resources
• Adhering to company policies and procedures
• Meeting performance targets such as response time and customer satisfaction
• Keeping abreast of product updates and changes
• Participating in training and development sessions
• Identifying opportunities to enhance customer satisfaction

Required Qualifications:

• Bachelors degree in business marketing or a related field
• Proven work experience in customer support or a similar role
• Excellent communication and interpersonal skills
• Strong problemsolving abilities
• Empathy and a customerfocused mindset
• Ability to multitask and prioritize in a fastpaced environment
• Proficiency in using customer support software and CRM systems
• Technical knowledge to troubleshoot basic customer issues
• Ability to work well in a team environment
• Attention to detail and accuracy in documentation
• Flexibility to work in shifts and weekends
• Ability to remain calm and professional under pressure
• Continuous learning and adaptability to changes
• Commitment to providing exceptional customer service
• Understanding of customer service metrics and KPIs

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