Customer Support Agent

We are a dynamic and innovative company dedicated to providing exceptional products and ensuring a superior customer experience. We are currently seeking a Customer Service Agent to join our team and help us maintain our commitment to customer satisfaction.
Job Summary:
As a Customer Service Agent, you will be the front line of our customer support team, responsible for delivering outstanding service to our valued customers. Your primary role will be to assist customers with their inquiries, resolve issues, and ensure their overall satisfaction, using Freshdesk. This role is pivotal in maintaining and enhancing our brand's reputation for superior customer service.
Key Responsibilities:
1. Customer Support: Provide friendly, efficient, and timely assistance to customers through various channels, including phone, email, and chat.
2. Problem Resolution: Effectively identify, troubleshoot, and resolve customer inquiries and issues, maintaining a high level of first-contact resolution.
3. Product Knowledge: Develop a deep understanding of our products/services to provide accurate information, make product recommendations, and address customer questions.
4. Order Management: Assist customers with placing orders, tracking shipments, and managing returns or exchanges.
5. Complaint Handling: Handle customer complaints with professionalism, empathy, and a problem-solving approach to ensure customer retention.
6. Data Entry: Accurately record and maintain customer information and interactions in our CRM system.
7. Feedback Collection: Proactively gather and document customer feedback to help improve our products and services.
8. Team Collaboration: Collaborate with other team members and departments to escalate and resolve complex issues or provide additional support as needed.
9. Maintain Knowledge: Stay up-to-date with company policies, procedures, and industry trends to provide informed assistance.
Qualifications:
- Bachelor's degree.
- Proven experience in a customer service or related role is desirable.
- Excellent communication skills, both written and verbal.
- Strong problem-solving and critical-thinking abilities.
- Empathetic, patient, and customer-focused attitude.
- Proficiency in using customer service software and CRM systems.
- Ability to work independently and as part of a team.
- Flexibility to work in shifts, including weekends and holidays.
Benefits:
- Competitive salary and performance-based bonuses.
- Comprehensive training and ongoing professional development.
- Paid time off and holidays.
- A positive and collaborative work environment.