Customer Support Representative

****Radical minds hiring for TOP brands for CCE***

The role requires quick problem-solving, active listening, and the ability to maintain a calm and professional demeanor, even in high-pressure situations. The ideal candidate is passionate about customer satisfaction .

Roles and responsibilities:

• Handle customer interactions:

  Manage customer inquiries, requests, feedback, and complaints via multiple channels, including phone, email, live chat, and social media.

• Resolve issues:

  Efficiently and accurately resolve customer problems, which may involve troubleshooting, providing detailed information about products or services, and offering step-by-step guidance.

• Maintain customer records:

  Keep detailed and accurate records of all customer interactions, transactions, and resolutions using Customer Relationship Management (CRM) software.

• Escalate complex problems:

  Identify and escalate complex issues to senior staff or other internal departments, such as technical support or logistics, when necessary.

• Follow up:

  Conduct follow-up communication with customers to ensure their issues have been fully resolved to their satisfaction.

• Gather feedback:

  Collect customer feedback through surveys and direct communication to help improve products, services, and overall customer experience.

• Meet performance metrics:

  Work to achieve key performance indicators (KPIs) such as customer satisfaction score (CSAT), first call resolution (FCR), and average handling time (AHT).

Required skills and qualifications:

• Good communication skills:

  Strong verbal and written communication skills are essential for clear, concise, and professional interactions.

• Problem-solving abilities:

  Must be able to analyze customer issues critically and creatively to find appropriate and practical solutions.

• Empathy and patience:

  The ability to understand and share the feelings of customers, especially those who are upset or frustrated, is key to de-escalating tense situations.

• Active listening:

  A successful CCE must be able to listen carefully to fully understand customer concerns and avoid misunderstandings.

• Time management and multitasking:

  The capacity to handle multiple customer inquiries simultaneously, prioritize tasks effectively, and work efficiently in a fast-paced environment.

• Technical proficiency:

  Experience with CRM software (e.g., Salesforce, Zendesk) and other customer support tools is often required.

• Educational background:

  A high school diploma is typically required for entry-level positions, with some roles preferring a bachelor's degree or prior experience in a customer service environment.

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