Customer support representative

Job Summary

We are seeking a customer-focused and proactive Customer Support Representative to provide exceptional service to our customers. The ideal candidate will handle customer inquiries, resolve issues efficiently, and ensure a positive customer experience through various communication channels, including phone, email, chat, and social media.

Key Responsibilities

Respond to customer inquiries via phone, email, chat, and other support channels. Resolve customer complaints and provide appropriate solutions within established timelines. Maintain accurate records of customer interactions in the CRM system. Escalate complex issues to the appropriate departments when necessary. Provide product and service information to customers. Follow up with customers to ensure issues are fully resolved. Meet or exceed customer satisfaction (CSAT), response time, and productivity targets. Collaborate with internal teams to improve customer experience. Stay updated on company products, services, and policies. Identify opportunities to improve support processes and customer satisfaction.

Required Qualifications

Bachelor's degree in any discipline (preferred). 0–3 years of experience in customer service, customer support, or a similar role. Excellent verbal and written communication skills. Strong problem-solving and conflict-resolution abilities. Basic computer proficiency and familiarity with Microsoft Office. Ability to multitask and work in a fast-paced environment. Strong interpersonal skills and a customer-first mindset.

Preferred Qualifications

Experience using CRM tools such as Salesforce, Zendesk, Freshdesk, or Hub Spot. Experience in BPO, Saa S, e-commerce, or technical support. Multilingual communication skills are an advantage.

Key Skills

Customer Service Active Listening Communication Skills Problem Solving Time Management Empathy CRM Software Email & Chat Support Teamwork Attention to Detail

Key Performance Indicators (KPIs)

Customer Satisfaction (CSAT) First Response Time (FRT) First Contact Resolution (FCR) Average Handling Time (AHT) Quality Assurance (QA) Score Customer Retention Rate

Benefits

Competitive salary Health insurance Paid time off Performance incentives Training and career development Flexible work arrangements (where applicable)