customer support

Overview:
We are seeking a dedicated and proactive individual to fill the role of Customer Support. The primary objective of this position is to ensure a high level of customer satisfaction by providing timely and effective solutions to customer inquiries, issues, and concerns. The ideal candidate will play a crucial role in fostering positive relationships with customers while adhering to company policies and procedures.

Key Responsibilities:

• Respond to customer inquiries via phone, email, and chat in a professional and prompt manner.
• Actively listen to customer issues and provide appropriate solutions or escalate as necessary.
• Manage customer complaints effectively, ensuring resolution and follow-up.
• Maintain comprehensive records of customer interactions and transactions using ticketing systems.
• Collaborate with other team members and departments to improve customer service processes.
• Conduct periodic assessments of customer satisfaction levels and identify areas for improvement.
• Maintain and update the knowledge base for both customers and internal teams.

Technical Skills:

• Proficiency in using Customer Relationship Management (CRM) tools.
• Familiarity with ticketing systems such as Zendesk, Freshdesk, or ServiceNow.
• Basic understanding of troubleshooting techniques and customer support software.
• Ability to navigate digital communication platforms with ease.

Required Qualifications:

• High school diploma or equivalent; further education or certifications in customer service or related fields is a plus.
• Previous experience in a customer support role or similar position is preferred.

Skills & Experience:

• ✅ Customer Support – Core Skills

  • Strong proficiency with Customer Relationship Management (CRM) tools.
  • Excellent verbal & written communication skills.
  • Demonstrated capabilities in issue resolution and problem-solving.
  • Expertise in complaint handling and escalation processes.
  • Proven track record in managing customer satisfaction (CSAT) effectively.

• ✅ Technical & Process Skills

  • Experience with ticketing systems (e.g., Zendesk, Freshdesk, ServiceNow).
  • Proficient in call handling for both inbound and outbound communications.
  • Skilled in email and chat support engagement.
  • Knowledge of Service Level Agreement (SLA) and Turnaround Time (TAT) compliance.
  • Ability to manage and contribute to knowledge base content efficiently.