Customer Support Representatives

Job Description

Location: Vizag Andhra Pradesh India Start Date: 03/18/2024 Experience Needed: 0-1 Job Description: Customer Support Representative Qualifications: High school diploma or equivalent required; associate's or bachelor's degree preferred. Previous customer service experience is beneficial but not always required. Excellent communication skills, both verbal and written. Strong problem-solving abilities and a customer-focused mindset. Proficiency in using computers and familiarity with CRM software is a plus. Ability to remain calm and professional under pressure. Roles & Responsibilities: 1. Respond to Customer Inquiries: Provide prompt and courteous responses to customer inquiries via phone, email, or chat. 2. Resolve Customer Issues: Address customer concerns, complaints, or technical problems effectively and efficiently. 3. Provide Product Support: Assist customers with product-related questions, troubleshooting, and usage guidance. 4. Process Orders and Returns: Handle order placement, modifications, cancellations, and returns as per company policies. 5. Maintain Customer Records: Accurately document customer interactions, including inquiries, complaints, and resolutions, in the CRM system. 6. Educate Customers: Inform customers about product features, promotions, and policies to enhance their overall experience. 7. Upsell and Cross-Sell: Identify opportunities to promote additional products or services that align with customers' needs and interests. 8. Collaborate with Team: Work collaboratively with colleagues and other departments to address complex customer issues or escalate unresolved problems. 9. Meet Performance Targets: Meet or exceed performance metrics such as response time, resolution rate, and customer satisfaction scores. 10. Stay Updated: Stay informed about company products, services, and policies to provide accurate and up-to-date information to customers. 11. Handle Irate Customers: Remain calm and empathetic when dealing with irate or upset customers, striving to find satisfactory solutions to their issues. 12. Continuous Improvement: Provide feedback on customer issues and suggest improvements to processes, products, or services to enhance overall customer satisfaction. Customer Support Representatives play a crucial role in ensuring positive customer experiences and maintaining customer loyalty. They serve as the frontline representatives of the company and contribute to its overall success by delivering exceptional service and support.