Job Overview:
We are seeking a highly motivated and customer-focused Customer Support Representative to join our dynamic team supporting our esteemed telecom client. In this role, you will be the first point of contact for customers, responsible for providing exceptional service and support. You will assist customers with inquiries, resolve issues, and ensure a seamless experience with our telecom solutions.
Core Tasks:
- Customer Interaction: Respond to customer inquiries via phone, email, and chat, providing prompt and accurate information about our telecom products and services.
- Issue Resolution: Troubleshoot and resolve customer issues effectively, ensuring a high level of satisfaction.
- Documentation: Accurately document customer interactions and maintain detailed records of issues and resolutions in the CRM system.
- Follow-Up: Implement a systematic approach for following up with customers to ensure their issues are resolved and they are satisfied with the solutions provided.
- Collaboration: Work closely with other departments, such as sales and technical support, to address customer needs and provide comprehensive solutions.
- Feedback Collection: Gather customer feedback to identify trends and areas for improvement in products and services.
- Performance Targets: Meet or exceed established performance metrics, including response times and customer satisfaction scores.
- Reporting: Provide regular updates on customer support activities to management, highlighting key insights and areas for improvement.
- Continuous Learning: Stay up-to-date with product knowledge and industry trends to effectively assist customers.
Must-Have Qualifications:
- Proven experience in a customer service or support role, preferably within the telecom or technology sectors.
- Excellent verbal and written communication skills, with the ability to articulate information clearly and empathetically.
- Strong problem-solving skills and the ability to remain calm under pressure.
- Familiarity with CRM systems (e.g., Salesforce, Zendesk) for tracking customer interactions and resolutions.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) for documentation and reporting.
Nice to Have Qualifications:
- Strong motivation to meet or exceed customer satisfaction targets.
- Ability to understand and utilize customer feedback to enhance service delivery.
- Flexibility to adapt to changing customer needs and preferences.
- Strong interpersonal skills, with the ability to build rapport with customers quickly.
- Willingness to collaborate with team members to achieve common goals.