Customer Support Representative

Key Responsibilities:

• Respond to customer inquiries via phone, email, or chat in a courteous and professional manner.
• Assist customers in resolving product-related issues, billing inquiries, and general inquiries.
• Identify and troubleshoot customer problems, providing effective solutions and guidance.
• Escalate complex issues to the appropriate departments for resolution.
• Stay up-to-date with product knowledge to provide accurate information and assistance to customers.
• Educate customers about product features and benefits.
• Maintain detailed and accurate records of customer interactions and issue resolutions.
• Use CRM software to track and manage customer cases.
• Ensure high levels of customer satisfaction by addressing their needs promptly and professionally.
• Follow up with customers to ensure their issues have been resolved to their satisfaction.
• Collaborate with other team members to share knowledge and improve the overall customer support process.
• Responsible for product and category matching and validation
• Provide feedback on common customer issues to help improve products and services.

Qualifications:

• Bachelor’s degree.
• Previous experience in customer support, help desk, or a related role.
• Strong Knowledge of product and category matching and validation
• Strong communication skills, both written and verbal.
• Good knowledge about Excel and Word.
• Excellent problem-solving abilities and the capacity to handle difficult customer interactions.
• Familiarity with customer relationship management (CRM) software is a plus.
• Patience, empathy, and a customer-centric approach.