Support Agent

Position Summary

As a Senior Support Agent, you will be responsible for providing exceptional customer service to our clients, maintaining positive customer relationships, and handling customer inquiries and questions in a timely and professional manner. You will also be responsible for mentoring new Support Agents.

Excellent Communication Skills.

Key Character Traits of a Senior Support Agent:

Ability To Multitask And Decision-making Skills.

Self-driven & self-motivated.

Analytical & logical thinking.

OKR (Objective & Key Results)

• Provide outstanding customer service by answering customer inquiries, resolving complaints, and maintaining positive relationships with clients.
• Respond to customer emails and phone calls in a timely and professional manner.
• Follow up with customers to ensure that their issues have been resolved to their satisfaction.
• Handle escalated customer issues and work with management to find appropriate solutions.
• Maintain accurate records of customer interactions and transactions.
• Provide prompt and effective solutions to customer inquiries and complaints.
• Show empathy and understanding toward customer concerns.
• Build and maintain positive relationships with customers.
• Demonstrate a willingness to go above and beyond to provide excellent customer service.
• Proactively identify and address customer needs and concerns.
• Handle difficult situations with tact and professionalism.
• Maintain a positive attitude and remain calm under pressure.
• Participates and provides expertise as a member of the Customer Support Group Participates and provides expertise as a member of the Client Relations Group.
• Attends regular meetings and feedback sessions.
  

Qualifications & Experience

• Bachelor’s Degree or equivalent
• 4 or more years of experience in customer service