Customer Support Representative

Responsible for handling customer inquiries and issues on behalf of a company that outsources its customer service functions. This role involves interacting with customers through various channels such as phone calls, emails, chat, or social media. Heres a detailed description of the job:

• Customer Interaction : Respond to customer queries and concerns via phone, email, or chat in a professional manner.
• Issue Resolution : Resolve customer complaints, provide product or service information, and troubleshoot issues effectively and promptly.
• Product Knowledge : Stay up-to-date with company products, services, and policies to provide accurate information to customers.
• Documentation : Maintain detailed records of customer interactions and issues in the system.
• Escalation Management : Escalate complex issues to the appropriate department or higher-level support when necessary.
• Customer Satisfaction : Ensure customers are satisfied with solutions, follow up when needed, and ensure a positive customer experience.
• Multitasking : Manage multiple customer interactions at once, while maintaining attention to detail and professionalism.
• Team Collaboration : Work with team members and supervisors to improve customer service practices and achieve team goals.
• Target Achievement : Meet or exceed individual performance targets related to customer service quality, response time, and resolution rates.

Skills And Qualifications

• Strong verbal and written communication skills.
• Problem-solving and analytical skills.
• Ability to handle difficult situations and resolve conflicts.
• Good time management and multitasking abilities.
• Patience and empathy when dealing with customers.
• Previous customer service experience is often preferred, especially in a BPO environment.

This job is provided by Shine.com