Customer Support Representative

Key Responsibilities

• Customer Support: Handle incoming customer inquiries, requests, and complaints via phone, email, live chat, and ticketing systems in a timely and professional manner.
• Issue Resolution: Investigate and troubleshoot customer issues, providing accurate, valid, and effective solutions or escalations when necessary.
• Relationship Building: Foster long-term, positive relationships with customers by demonstrating empathy, patience, and a helpful attitude.
• Product & Process Knowledge: Stay up-to-date with company products, services, policies, and procedures to accurately guide customers.
• Documentation & Tracking: Maintain detailed and accurate records of customer interactions, inquiries, comments, and complaints in the CRM system.
• Feedback & Improvement: Identify recurring customer pain points and share actionable insights with management to help improve products, services, and internal processes.

Qualifications & Requirements

• Education: A bachelors degree. in business, communications, or a related field is a plus.
• Experience: 1 to 3 years of experience in a customer service, retail, call centre, or client-facing role.
• Communication Skills: Exceptional verbal and written communication skills with a strong command of English (additional language proficiencies are a bonus).
• Technical Proficiency: Familiarity with CRM software (e.g., Salesforce, Zendesk, Freshdesk, Lime chat, zoho) and basic proficiency in MS Office / Google Workspace.
• Soft Skills: Strong problem-solving abilities, high emotional intelligence, patience, and the ability to manage stressful situations calmly and professionally.
• Adaptability: Ability to multitask, prioritize tasks, and manage time effectively in a fast-paced environment.