Frontline Support Representative (Customer Support)

1. About Xtend_Ops

XtendOps combines leading-edge cloud-based technologies with a world-class managed workforce solution. We’re a modern offshoring entity, built around amazing people and innovative digital solutions. Agile and adaptable, we quickly react to ever-changing client needs. We work hand in hand with our clients to design a customized outsourcing strategy to suit their needs and optimize their success. Our focus isn’t simply on supporting the business, but on improving operations, customer experience, & expand our clients’ bottom line.

1. About Xtend_Ops Frontline Support Representative

A Frontline Support Representative needs to manage customer queries and complaints. Frontline support tasks will include resolving customer concerns, responding to complaints, and escalating complaints across a number of communication channels.

1. Key Duties

• Frontline Support Representative duties and responsibilities generally include answering phone calls and emails, responding to customer questions and complaints, and walking customers through basic troubleshooting or setup processes.

1. Key Competencies

• Maintaining a positive, empathetic, and professional attitude toward customers at all times.

• Responding promptly to customer inquiries.

• Communicating with customers through various channels.

• Acknowledging and resolving customer complaints.

• Knowing our products inside and out so that you can answer questions.

• Keeping records of customer interactions, transactions, comments and complaints.

• Communicating and coordinating with colleagues as necessary. Suggest solutions when a product malfunctions.

• Resolve customer complaints via phone, email, mail, or social media.

• Inform customers of deals and promotions.

• Utilize computer technology to handle high call volumes.

• Work with customer service managers to ensure proper customer service is being delivered.

• Handle changes in policies or renewals.