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Title
Text copied to clipboard!Customer Support Representative
Description
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We are looking for a Customer Support Representative to act as our company’s first point of contact for customers. The ideal candidate will have a friendly and easy-going personality while also being very perceptive and disciplined. You should be able to deal with complaints and give accurate information. A customer-oriented approach is essential. The goal is to make customers feel valued and satisfied.
Responsibilities
Text copied to clipboard!- Manage large amounts of incoming calls
- Identify and assess customers’ needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies
- Take the extra mile to engage customers
- Work with customer service manager to ensure proper customer service is being delivered
- Close out or open call records
Requirements
Text copied to clipboard!- Proven customer support experience or experience as a client service representative
- Track record of over-achieving quota
- Strong phone contact handling skills and active listening
- Familiarity with CRM systems and practices
- Customer orientation and ability to adapt/respond to different types of characters
- Excellent communication and presentation skills
- Ability to multi-task, prioritize, and manage time effectively
- High school degree
- Patience and empathy
- Ability to work under pressure
Potential interview questions
Text copied to clipboard!- How do you handle a difficult customer?
- What is your approach to dealing with customer complaints?
- How do you prioritize your work when you have multiple customers on hold?
- Can you describe a time when you went above and beyond for a customer?
- How do you handle a situation where you don't know the answer to a customer's question?