Customer Support

Overview

Key Responsibilities

• Responding to customer inquiries via phone email or chat
• Assisting customers in troubleshooting product or service issues
• Providing information to potential customers about products and services
• Resolving customer complaints and conflicts
• Documenting customer interactions and transactions
• Escalating unresolved issues to the appropriate teams or individuals
• Maintaining a high level of professionalism and customer service etiquette
• Collaborating with other teams to ensure seamless customer experience
• Contributing to the development of support resources and materials
• Participating in ongoing training and professional development
• Identifying and implementing process improvements to enhance customer support
• Meeting and exceeding customer satisfaction goals
• Adhering to company policies and procedures
• Managing and prioritizing multiple customer issues effectively
• Adapting to changing priorities and work demands

Required Qualifications

• High school diploma or equivalent
• Prior experience in customer service or support role
• Excellent communication skills both verbal and written
• Strong problemsolving abilities
• Ability to remain calm and patient under pressure
• Empathetic and attentive to customer needs
• Proficient in using customer support software and tools
• Ability to multitask and prioritize tasks effectively
• Conflict resolution and negotiation skills
• Understanding of customer satisfaction metrics and KPIs
• Flexibility to work in shifts and adapt to changing schedules
• Ability to work independently and as part of a team
• Attention to detail and accuracy in documentation
• Basic knowledge of product and service offerings
• Commitment to continuous improvement and learning

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