Job Description

We are looking for a dedicated Customer Support Representative to join our team and provide excellent customer service to our clients. The ideal candidate will be responsible for addressing customer inquiries, resolving issues, and ensuring a positive customer experience across multiple communication channels (email, chat, phone, etc.). You will act as the first point of contact for customers and play a key role in ensuring customer satisfaction and loyalty.Key Responsibilities:

• Respond to customer inquiries: Handle incoming customer queries via email, phone, chat, or social media in a timely and professional manner.
• Problem-solving: Identify customer issues, troubleshoot problems, and provide effective resolutions.
• Customer support documentation: Maintain accurate records of customer interactions, issues, and resolutions in the support system.
• Escalate issues: Forward unresolved issues to the relevant departments (technical, billing, etc.) for further investigation or resolution.
• Product knowledge: Stay updated on product offerings, services, and company policies to provide accurate and up-to-date information to customers.
• Follow-up: Ensure timely follow-ups with customers on pending issues to guarantee customer satisfaction.
• Feedback collection: Gather customer feedback and share insights with the team to improve products and services.
• Collaborate with teams: Work with other departments (Sales, Marketing, Technical Support) to address customer needs effectively.
• Meet performance metrics: Ensure KPIs (response time, resolution time, customer satisfaction scores, etc.) are consistently met or exceeded.

Expertia AI Technologies