Customer Support Specialist

Key Responsibilities: 1. Customer Query Handling Respond to inbound calls, emails, and live chats from customers in a timely and professional manner. Provide information about products, order status, returns, technical troubleshooting, and policy-related concerns. Document all customer interactions in CRM systems. 2. Issue Resolution & Escalation Investigate and resolve product/service-related issues to ensure customer satisfaction. Escalate unresolved issues to higher-tier support or appropriate departments. Follow up on open cases to ensure timely resolution. 3. Customer Relationship Management Build positive relationships by being empathetic, friendly, and proactive in communication. Gather customer feedback and report issues that affect overall service quality. Educate customers on product usage and self-service tools. 4. SLA & Quality Adherence Maintain service-level agreements (SLAs) including average handling time, resolution rate, and customer satisfaction scores. Meet or exceed quality assurance metrics and feedback targets. Participate in training sessions to stay up to date with products and support procedures.