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 HubSpot. - Experience in BPO, SaaS, 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)