Job Description

Key Responsibilities:

• Respond to customer inquiries via phone, email, chat, or social media in a professional and timely manner.
• Assist customers in understanding product features, services, and troubleshooting issues.
• Resolve customer complaints, issues, and requests in a courteous, efficient, and empathetic manner.
• Provide accurate product/service information and guide customers through the use of features and functions.
• Document customer interactions in the CRM system, ensuring all details are recorded clearly and accurately.
• Follow up with customers to ensure their issues are resolved and they are satisfied with the solution.
• Collaborate with other departments (sales, technical support, etc.) to ensure timely resolution of customer issues.
• Maintain a high level of product knowledge to support customer queries effectively.
• Meet or exceed customer satisfaction and performance metrics, including response times and issue resolution.
• Identify common customer issues and provide feedback to management for process improvement.
• Participate in training sessions to stay up-to-date on product/service updates and industry trends.

Qualifications:

• High school diploma or equivalent; some college preferred.
• Proven experience in a customer service or support role (1-3 years preferred).
• Excellent communication skills, both written and verbal.
• Strong problem-solving and analytical skills.
• Ability to handle difficult or irate customers with patience and professionalism.
• Familiarity with CRM software and other customer support tools (e.g., Zendesk, Freshdesk, Salesforce) is a plus.
• Ability to work well in a team-oriented environment.
• Strong attention to detail and organizational skills.
• Willingness to work flexible hours, including evenings or weekends, if required.

Job Type: Full-time

Pay: From ?21,000.00 per month

Benefits:

• Paid time off

Schedule:

• UK shift

Supplemental Pay:

• Overtime pay

Experience:

• total work: 2 years (Preferred)

Work Location: In person