Customer Support Apprentice

Job Description

Respond promptly and professionally to incoming customer inquiries via email, phone calls, and chat. Manage large amounts of incoming calls, chats, and emails effectively. Identify and assess customers needs to achieve satisfaction. Maintain updated knowledge of the organizations products, services, and customer service policies across all communication channels. Document customer interactions when necessary, compiling documents and forwarding information to interested parties. Explain simply and clearly in response to customer questions and check for customer understanding and acceptance. Recommend new products or services or make suggestions for improvements by identifying relevant features and benefits. Participate in training opportunities provided by the organization to enhance customer service skills. Establish and maintain good rapport with customers by using positive language, anticipating their needs, and providing appropriate solutions. Assign tickets to respective associates/managers and follow up on their resolution. Highlight discrepancies caused by associate negligence and take appropriate action to rectify them. Be responsible for closing all tickets within the assigned timeline and maintain necessary SLAs for the smooth functioning of the department. Take total accountability for Customer Satisfaction (CSAT) across all communication channels. Skills Required: Customer orientation and ability to adapt/respond to different types of characters. Excellent communication and presentation skills, both written and verbal. Ability to multitask, prioritize, and manage time effectively. Friendly and welcoming manner with clients and other members of the customer service team. Ability to explain complex concepts in a clear, simple manner to customers. Strong command of written and verbal English. Ability to maintain a calm and polite manner in stressful situations. Patience when handling tough cases. Familiarity with the industry is a plus for chat support roles What will you get from amber: Fast-paced growth (can skip intermediate levels) Total freedom and authority (everything under you, just get the job done) Amazing work culture (Our Glassdoor ratings are a proof) Fair compensation (Stipend) About amber (amberstudent.com):Long-term accommodation booking platform for students (think booking.com for st...