Position Overview

We seek a dynamic and empathetic Customer Support Representative to join our team and provide exceptional assistance to our valued customers.
The ideal candidate will be a patient and effective communicator, capable of resolving customer inquiries and issues promptly and professionally.
As a Customer Support Representative, you will play a pivotal role in maintaining customer satisfaction and loyalty, while contributing to the overall success of our company.

Responsibilities

Respond promptly and courteously to customer inquiries via various communication channels, including phone, email, live chat, and social media.
Address customer concerns, provide accurate information, and offer appropriate solutions to meet their needs.
Troubleshoot technical issues and guide customers through step-by-step resolutions.
Collaborate with other team members, including technical and sales teams, to ensure seamless customer experiences.
Maintain comprehensive and accurate records of customer interactions and transactions.
Identify and escalate priority issues that require urgent attention.
Keep up-to-date with product knowledge and company policies to provide accurate information to customers.
Participate in training sessions and workshops to continuously enhance your customer service skills.
Proactively gather customer feedback and suggestions, communicating trends and insights to relevant departments.
Strive to achieve and exceed individual and team performance goals and targets.
Contribute to the development of customer support resources, such as FAQs and knowledge base articles.

Qualifications

Master's or equivalent; and University / HND Degree preferred.
2 - 6 years relevant work experience.
Proven experience in a customer support role or similar customer-facing position.
Excellent written and verbal communication skills in [Language(s)].
Strong problem-solving skills and the ability to think critically under pressure.
Empathetic and patient demeanor, with the ability to diffuse tense situations and provide reassurance.
Familiarity with Social Media engagement
Basic technical knowledge to troubleshoot and guide customers through common issues.
Ability to adapt to a fast-paced and ever-changing environment.
Strong organizational skills and attention to detail.
Ability to work independently and collaborate effectively within a team.
Flexibility to work in shifts, including weekends.

Benefits

Competitive salary and performance-based incentives.
Comprehensive training program to develop and enhance your customer service skills.
Opportunities for career growth within the company
Friendly and inclusive work environment
Employee assistance program for personal and professional well-being.