Grow, thrive, and build with us
We are seeking a dedicated and customer-focused individual to join our team as a Customer Support Advisor. As a key member of our customer support team, you will be responsible for providing prompt and efficient assistance to our customers via email, ticketing systems, and live chat.
Key Responsibilities:
Respond promptly and professionally to customer inquiries and concerns via email, ticketing systems, and live chat.
Provide accurate information about our products/services, pricing, and policies to customers.
Assist customers in troubleshooting technical issues and resolving product/service-related problems.
Handle customer complaints and escalations with empathy and a solutions-oriented approach.
Collaborate with other departments, to resolve customer issues effectively.
Maintain detailed records of customer interactions and transactions.
Identify opportunities for process improvements and contribute to enhancing the overall customer experience.
Requirements:
Proven experience in a customer support role, preferably in a similar industry or environment.
Excellent communication skills, both written and verbal.
Strong interpersonal skills and the ability to empathize with customers' concerns.
Proficiency in using email, ticketing systems, and live chat platforms.
Ability to multitask and prioritize tasks in a fast-paced environment.
Problem-solving skills and the ability to think creatively to resolve customer issues.
Technical skills:
Proficiency in Computer Systems: Including operating systems (such as Windows, macOS, or Linux) and basic software applications (like Microsoft Office Suite, web browsers, and email clients).
Knowledge of CRM Software.
Troubleshooting Skills
Understanding of Product/Service
Basic Technical Knowledge: This might include familiarity with networking principles, hardware/software configurations, or software development basics.
Communication Tools: Proficiency in using communication tools such as email, chat platforms, and ticketing systems.
Remote Desktop Tools: like TeamViewer, AnyDesk, or Remote Desktop Protocol (RDP)
Knowledge Base Management
Social Media Management
Adaptability and Continuous Learning
Please note that additional credit and weighting will be given for candidates whom have worked on similar technical products or in e-commerce environments.