Customer support representative Job Description
Customer support representative Job Description Template
A Customer Support Representative is responsible for promptly and effectively addressing customer queries and issues. Their tasks include providing accurate information, troubleshooting problems, and ensuring customer satisfaction. They play a pivotal role in maintaining strong customer relationships.
Responsibilities:
- Provide excellent customer service by responding to customer inquiries via phone, email, and chat
- Resolve customer complaints and issues in a timely and professional manner
- Keep accurate and detailed records of customer interactions and transactions
- Identify and escalate priority issues to the appropriate team member or manager
- Stay up-to-date with product and service knowledge to effectively assist customers
- Assist in developing and implementing customer service policies and procedures
- Collaborate with other departments to ensure customer satisfaction and retention
- Attend training and professional development programs to improve customer support skills
Requirements:
- Excellent communication skills in English
- Ability to handle customer queries and complaints in a professional and empathetic manner
- Familiarity with customer support software and tools
- Strong problem-solving skills and ability to think on your feet
- Flexibility to work in shifts, including weekends and holidays
- Patience and ability to remain calm under pressure
- Attention to detail to ensure accurate documentation of customer interactions
- Willingness to learn and adapt to new processes and procedures in a fast-paced work environment