Job Description

Key Responsibilities:

• Customer Interaction:
• Respond promptly to customer inquiries through multiple communication channels (phone, email, live chat, social media).
• Provide clear and accurate information regarding products, services, and policies.
• Address customer concerns and issues in a friendly, professional, and empathetic manner.
• Manage high-volume inquiries while maintaining high-quality service.
• Problem Resolution:
• Troubleshoot and resolve customer complaints and technical issues, escalating when necessary.
• Investigate and follow up on customer issues to ensure resolution and satisfaction.
• Work closely with other teams (e.g., technical support, billing) to resolve complex customer issues.
• Order & Account Support:
• Assist customers with order processing, including checking order status, providing tracking information, handling returns, exchanges, and refunds.
• Update customer accounts and ensure all details are accurate and up to date.
• Help customers navigate through the website or mobile app to make purchases or access account features.
• Customer Education:
• Provide product demonstrations and explain key features to ensure customers fully understand how to use products or services.
• Offer self-service solutions, tutorials, and FAQs to empower customers to resolve simple issues independently.
• Feedback & Reporting:
• Collect customer feedback and relay important insights to the management team for service improvements.
• Track customer interactions and ensure all information is accurately logged in the customer relationship management (CRM) system.
• Monitor customer satisfaction through surveys and follow-up communications.
• Collaboration & Teamwork:
• Work closely with team members and other departments to ensure a smooth and positive customer experience.
• Participate in team meetings, training sessions, and knowledge sharing to improve customer service processes.
• Share best practices and lessons learned to continually improve customer support quality.
• Maintaining Knowledge:
• Stay informed about product updates, company policies, and industry trends to provide accurate and up-to-date information to customers.
• Continuously improve knowledge of customer support tools and techniques to enhance service efficiency.

Qualifications:

• High school diploma or equivalent; some college education preferred.
• Previous experience in customer service or a customer-facing role is highly desirable.
• Strong communication skills, both verbal and written.
• Ability to handle difficult situations with professionalism and patience.
• Basic technical aptitude to troubleshoot and resolve customer issues.
• Familiarity with CRM systems and customer service tools (e.g., Zendesk, Freshdesk).
• Proficient in Microsoft Office or Google Suite.
• Ability to manage time effectively and multitask in a fast-paced environment.

Preferred Skills:

• Experience in the specific industry (e.g., e-commerce, technology, telecommunications).
• Knowledge of support ticket systems and workflow management.
• Familiarity with customer service metrics and key performance indicators (KPIs).

Job Type: Full-time

Pay: From ?20,000.00 per month

Schedule:

• Night shift
• UK shift

Supplemental Pay:

• Overtime pay

Experience:

• total work: 2 years (Preferred)

Work Location: In person

Application Deadline: 16/12/2024