Customer Support Representative
About the Role
We are looking for a customer-focused Customer Support Representative to deliver exceptional service across multiple communication channels. In this role, you will assist customers, resolve inquiries efficiently, and contribute to a positive customer experience while meeting quality and performance standards.
Key Responsibilities
Respond to customer inquiries via phone, email, live chat, and other communication channels.
Resolve customer complaints and provide timely, effective solutions.
Provide accurate information regarding products, services, policies, and procedures.
Troubleshoot customer issues and escalate complex cases when necessary.
Process customer requests, including account updates, orders, refunds, cancellations, and service changes.
Maintain detailed and accurate customer records within the CRM system.
Follow up with customers to ensure successful issue resolution and satisfaction.
Meet performance metrics, including CSAT, response time, resolution time, and quality standards.
Requirements
Bachelor's degree in Business Administration, Communications, Marketing, or a related field.
1–3 years of experience in customer service, customer support, call center, or a similar role.
Excellent verbal and written English communication skills.
Strong active listening, interpersonal, and conflict-resolution abilities.
Ability to remain calm and professional while handling challenging customer interactions.
Proficiency with CRM platforms, ticketing systems, and Microsoft Office or Google Workspace.
Strong multitasking, organizational, and time management skills.
Ability to work efficiently in a fast-paced, customer-focused environment.
Preferred Qualifications
Experience supporting international customers.
Hands-on experience with CRM platforms such as Zendesk, Freshdesk, Salesforce, HubSpot, or Intercom.
Previous experience in BPO, SaaS, e-commerce, healthcare, or financial services.
What You'll Need to Succeed
Communication
Empathy
Problem Solving
Adaptability
Customer Focus