Customer Support Executive

Job Overview:

As a Customer Support Representative, you will play a key role in providing excellent service to our customers through ticket and live chat channels. You will be responsible for addressing service-related inquiries, resolving issues, and ensuring a positive experience for every customer interaction.

Responsibilities:

• Respond to customer inquiries promptly and professionally via ticket and live chat.
• Provide clear, concise, and accurate responses to customer queries related to our services.
• Resolve customer issues efficiently while maintaining a positive tone and professional demeanor.
• Handle multiple live chat conversations simultaneously without compromising the quality of service.
• Document customer interactions and track issues using our internal CRM system.
• Follow up with customers to ensure their issues are resolved and they are satisfied with the service.
• Manage escalated cases, ensuring timely and satisfactory resolution of more complex or urgent issues.
• Assist in developing and updating FAQs, knowledge bases, and help center resources.
• Collaborate with other team members and departments to ensure customer needs are met.
• Stay up-to-date with service offerings and changes.
• Meet or exceed customer satisfaction metrics and performance targets.

Requirements:

• 2-3 years of proven experience in customer support, specifically via ticket and live chat.
• Excellent written and verbal communication skills.
• Strong problem-solving abilities and the ability to manage multiple tasks and conversations at once.
• Ability to handle and resolve escalated issues efficiently and professionally.
• Ability to work well independently and as part of a team.
• Experience with CRM systems and customer support tools
• Patience, empathy, and a positive attitude when dealing with customers.
• Ability to work in a fast-paced environment and adapt to changing priorities.

Preferred:

• Experience in customer support[both ticket and live chat]