Posted Mar 04, 2024 328 views
As a Customer Support Representative, you will be the frontline of our company's interaction with our valued customers. Your primary responsibility will be to provide exceptional support and assistance to customers regarding inquiries, concerns, and issues related to our products or services. You will act as a liaison between customers and internal teams, ensuring that customer inquiries are resolved promptly and effectively. The ideal candidate should possess excellent communication skills, empathy, and a genuine desire to help customers.
Responsibilities:
- Provide prompt and courteous responses to customer inquiries via phone, email, or chat.
- Address customer concerns, troubleshoot problems, and provide appropriate solutions in a timely manner.
- Guide customers through product features and functionalities, offering clear explanations and instructions.
- Escalate complex issues to the appropriate internal teams for further investigation and resolution.
- Maintain accurate records of customer interactions and transactions using our CRM system.
- Follow up with customers to ensure their issues are fully resolved and their satisfaction is met.
- Collaborate with other departments such as Sales, Product Development, and Quality Assurance to improve customer experience and product usability.
- Stay up-to-date on product knowledge, policies, and procedures to effectively assist customers.
- Identify trends in customer inquiries and feedback to proactively address common issues and improve processes.
- Uphold company values and policies while interacting with customers to maintain a positive brand image.
Requirements:
- High school diploma or equivalent; Bachelor's degree preferred.
- Previous experience in customer service or a related field is advantageous.
- Excellent communication skills, both verbal and written.
- Strong problem-solving abilities with a focus on delivering exceptional customer service.
- Ability to remain calm and composed when dealing with difficult or upset customers.
- Proficiency in using customer support software and CRM systems.
- Proficiency in using Microsoft Excel
- Empathy and patience to understand and address customer concerns effectively.
- Ability to work in a fast-paced environment and adapt to changing priorities.
- Strong multitasking skills with attention to detail.
- Willingness to work flexible hours, including evenings and weekends, if required.
Job Details
Wings Express
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