🔹Role of Customer Support:

• Acts as the first point of contact between a company and its customers.

• Helps customers solve issues related to products or services.

• Ensures customer satisfaction and builds strong relationships.

• Provides feedback to the company to improve products, services, and customer experience.

🔹Responsibilities of a Customer Support Representative:

1. Handling Customer Inquiries: Respond to queries via phone, email, chat, or social media.

2. Problem Solving: Troubleshoot and resolve customer issues efficiently.

3. Providing Product/Service Information: Educate customers about company offerings.

4. Processing Requests: Assist with orders, refunds, and exchanges.

5. Recording Interactions: Maintain accurate records of customer interactions in CRM systems.

6. Escalating Issues: Forward complex problems to senior support or technical teams.

7. Following Up: Ensure customer issues are fully resolved and check for further assistance.

8. Customer Feedback: Gather and report insights for service improvement.

9. Maintaining Company Policies: Ensure all customer interactions align with company standards.

10. Multi-Tasking: Handle multiple customer interactions at a time in a professional manner.

🔹Qualifications & Skills Required:

✅ Education:

• Bachelor’s degree in Business, Communication, IT, or related fields (not always mandatory).

• High school diploma with relevant experience may also be considered.

✅ Skills:

1. Excellent Communication: Strong verbal and written communication skills.

2. Problem-Solving Abilities: Ability to think critically and resolve issues.

3. Patience & Empathy: Handle frustrated customers calmly and professionally.

4. Technical Knowledge: Familiarity with basic troubleshooting (especially for tech-related companies).

5. Multitasking: Ability to manage multiple customer conversations at once.

6. Time Management: Efficiently handle queries within a set timeframe.

7. Teamwork: Work collaboratively with other departments to solve customer problems.

8. Adaptability: Quickly learn new tools, policies, and services.

9. CRM & Support Tools: Experience with customer service software like Zendesk, Freshdesk, or Salesforce is a plus.

10. Typing Speed: Fast and accurate typing (for chat and email support roles).