Full-Time Customer Support Agent (Voice/Chat Process)

Full-Time Customer Support Agent (Voice/Chat Process) Job Description

We are seeking a dynamic and empathetic Full-Time Customer Support Agent to join our customer service team. The ideal candidate will have excellent communication skills, problem-solving abilities, and the capability to provide exceptional support across both voice and chat channels. This position requires someone who is passionate about helping customers, enjoys multitasking, and can effectively manage inquiries in a fast-paced, high-volume environment.

Key Responsibilities:

1. Customer Interaction:
   • Handle inbound and outbound customer queries via voice and chat channels in a friendly and professional manner.
   • Provide accurate, timely, and relevant information to customers regarding products, services, and account details.
   • Assist customers with troubleshooting, order inquiries, billing issues, or any technical problems they may face.
2. Problem Resolution:
   • Take ownership of customer issues and ensure resolution in a timely manner, escalating complex issues to higher-level support if necessary.
   • Maintain a positive and solution-oriented approach, ensuring customers feel valued and heard throughout the interaction.
3. Documentation and Reporting:
   • Accurately document customer interactions, feedback, and any relevant issue details into the companys CRM or ticketing system.
   • Maintain and update customer records as necessary, ensuring that all information is complete and accurate for future reference.
4. Product Knowledge:
   • Develop and maintain in-depth knowledge of the companys products, services, policies, and procedures.
   • Stay up-to-date with product updates, new features, and promotions to provide informed support to customers.
5. Quality Assurance:
   • Meet or exceed company-defined metrics such as average handling time (AHT), first contact resolution (FCR), and customer satisfaction (CSAT) scores.
   • Provide feedback to team leads and managers on recurring customer issues or potential improvements in service delivery.
6. Collaboration:
   • Work closely with team members and managers to improve customer service processes and achieve team goals.
   • Participate in team meetings, training sessions, and performance evaluations to continuously improve service quality.
7. Customer Satisfaction:
   • Strive to create a positive customer experience by offering helpful, friendly, and empathetic service.
   • Follow up with customers as needed to ensure satisfaction after issue resolution.

Skills and Qualifications:

• Communication Skills: Strong verbal and written communication skills are essential, with the ability to articulate information clearly and professionally.
• Problem-Solving: Ability to diagnose customer issues, analyze possible solutions, and apply the most effective resolution.
• Multitasking: Ability to manage multiple customer interactions simultaneously without compromising quality.
• Technical Proficiency: Comfortable using customer service software, CRM systems, and basic office tools.
• Patience and Empathy: A calm and patient demeanor when dealing with frustrated or upset customers, along with the ability to handle difficult situations.
• Time Management: Ability to manage time efficiently and prioritize tasks effectively to meet individual and team goals.

Preferred Qualifications:

• Experience in a customer service role, particularly in a voice and chat support environment.
• Familiarity with CRM platforms and helpdesk software.
• A background in the specific industry or company products is a plus but not required.

Work Environment:

• Full-time, with flexible working hours depending on business needs.
• Work-from-home options may be available depending on the companys policies.
• Must have access to a reliable internet connection and a quiet, professional workspace.
• Regular training and development opportunities to enhance skills and career growth.

Compensation and Benefits:

• Competitive salary based on experience.
• Health and wellness benefits.
• Paid time off and holiday leave.
• Career advancement opportunities within the company.

This position is perfect for someone who is customer-focused, enjoys problem-solving, and thrives in a team-oriented environment. If youre looking for a rewarding career in customer support with a company that values your contributions, we encourage you to apply today!