Full-Time Customer Support Agent (Voice/Chat Process)

As a Full-Time Customer Support Agent (Voice/Chat Process) at [Company Name], you will be responsible for providing exceptional service to our customers via voice calls and live chat. You will act as the primary point of contact for our customers, helping them resolve issues, answer queries, and enhance their overall experience with our products or services. The ideal candidate will have excellent communication skills, patience, problem-solving abilities, and a customer-first mentality. Customer Interaction (Voice/Chat): Answer inbound calls and respond to live chat inquiries in a professional and timely manner. Provide accurate information about the company's products, services, and policies. Assist customers with troubleshooting issues, handling complaints, or processing requests effectively and efficiently. Issue Resolution: Diagnose and resolve customer issues, ensuring a quick resolution in line with company policies. Identify recurring problems or customer concerns and escalate them to the appropriate departments for further action. Offer solutions and alternatives that meet customer needs, while ensuring customer satisfaction. Record Keeping and Documentation: Maintain detailed and accurate records of all customer interactions, including inquiries, issues, solutions, and feedback. Update customer profiles in the system with relevant information to ensure continuity in future communications. Log issues, complaints, and queries in the CRM system to ensure all tickets are tracked to resolution. Customer Satisfaction: Strive to exceed customer expectations with every interaction by providing high-quality service. Follow up with customers to ensure their issues have been resolved and they are satisfied with the service provided. Work towards achieving set performance goals such as response time, resolution time, and customer satisfaction ratings. Team Collaboration: Collaborate with team members and other departments (e.g., technical support, billing) to ensure comprehensive and efficient service delivery. Participate in regular team meetings and training sessions to stay updated on company products, services, and best practices. Adherence to Policies and Procedures: Follow company guidelines and protocols when handling customer interactions. Ensure compliance with security and privacy policies when managing sensitive customer data. Maintain professionalism in all communications, adhering to company standards and values. Skills and Qualifications: Excellent verbal and written communication skills. Strong troubleshooting skills. Ability to remain calm and empathetic when dealing with upset customers. Customer-centric approach. Comfortable using CRM software, chat systems, and other relevant customer support tools. Ability to work collaboratively in a team environment. Effective time management skills. Education and Experience: High school diploma or equivalent (Bachelor's degree is a plus). Prior experience in customer service or a call center environment is preferred but not required. Working Hours: Flexible full-time shifts based on business needs. Must be available to work evenings, weekends, or holidays as required. Why Join Us Competitive salary and benefits package. Opportunities for growth and career advancement within the company. A supportive and collaborative work environment where you will have the chance to make a real impact.,