Customer Support Representative

About the Role

We are seeking a customer-focused and solution-oriented Customer Support Representative to provide exceptional service and support to our customers across multiple communication channels. The ideal candidate is an excellent communicator with strong problem-solving skills, a positive attitude, and a passion for delivering outstanding customer experiences.

As a Customer Support Representative, you will assist customers with inquiries, resolve issues efficiently, and serve as a trusted representative of our brand while ensuring high levels of customer satisfaction.

Key Responsibilities
}~} Respond to customer inquiries via email , live chat, phone, and social media in a timely and professional manner.
}~} Resolve customer concerns, complaints, and product or service-related issues while maintaining a positive customer experience.
}~} Process orders, returns, exchanges, refunds, and account updates as needed.
}~} Accurately document customer interactions and case details within the company's CRM or help desk platform.
}~} Troubleshoot customer issues and escalate complex cases to the appropriate departments when necessary.
}~} Educate customers on products, services, features, and company policies.
}~} Maintain a high level of product knowledge to provide accurate and consistent support.
}~} Follow established customer service procedures, quality standards, and service level agreements (SLAs).
}~} Collaborate with internal teams, including Sales, Operations, and Product, to resolve customer issues efficiently.
}~} Identify recurring customer concerns and provide feedback to improve products, services, and internal processes.
}~} Contribute to the creation and maintenance of knowledge base articles and customer support documentation.
}~} Consistently deliver professional, empathetic, and customer-centric service.

Required Qualifications
}~} High school diploma or equivalent; college degree is preferred but not required with relevant experience.
}~} 1+ years of experience in customer service, customer support, call center, or client success.
}~} Excellent verbal and written English communication skills.
}~} Strong problem-solving, critical thinking, and conflict resolution abilities.
}~} Ability to remain calm, professional, and empathetic when handling challenging customer situations.
}~} Strong organizational skills with excellent attention to detail.
}~} Ability to multitask and manage multiple customer conversations simultaneously.
}~} Comfortable working independently in a remote environment while collaborating effectively with a team.

Preferred Qualifications
}~} Experience supporting eCommerce, SaaS, technology, healthcare, finance, or subscription-based businesses.
}~} Experience using CRM and customer support platforms.
}~} Familiarity with customer satisfaction metrics such as CSAT, NPS, and First Contact Resolution (FCR).
}~} Experience supporting international customers across different time zones.
}~} Multilingual skills are a plus.

Technical Skills
-Zendesk
-Freshdesk
-Intercom
-Gorgias
-HubSpot Service Hub
-Salesforce Service Cloud
-Shopify (preferred for eCommerce)
-Microsoft Office
-Google Workspace
-Zoom, Google Meet, Microsoft Teams

Success Metrics
-Customer Satisfaction Score (CSAT)
-First Response Time (FRT)
-Average Resolution Time (ART)
-First Contact Resolution (FCR)
Customer Retention Rate
-Ticket Resolution Rate
-Quality Assurance (QA) Score
-SLA Compliance
-Customer Feedback Ratings
-Productivity and Ticket Volume

What We Offer
}~} Competitive salary based on experience.
}~} Fully remote or hybrid work environment.
}~} Paid training and ongoing professional development.
}~} Career advancement opportunities within Customer Success, Operations, or Leadership.
}~} Collaborative and supportive team culture.
}~} Access to modern customer support tools and technology.