Customer Service Representative (ST)

Position Summary:

As a Customer Support Representative you will serve as the first point of contact with customers and must be focused on providing excellent customer experience at all times. CSR will handle all incoming requests on different channels.

Role and Responsibilities:

• Become an expert on the product knowing all the specifics of its functioning.

• Provide first-level support to customers via email phone and/or chat in a timely and professional manner.

• Address customer inquiries troubleshoot problems and guide users through basic issue resolution steps.

• Maintain a positive empathetic and professional attitude toward customers at all times.

• Work on creating updating or adjusting customer accounts by documenting personal information.

• Collaborate with colleagues and management on best practices and insights about any aspect of the job or its duties.

• Document and track customer interactions issues and resolutions in CRM online tools and cloud-based platforms.

• Process and prepare information for auditing and reporting purposes.

• Update internal and customer-facing knowledge bases

• Convert clients feedback into feature requests for the development of the product.

• Escalate unresolved issues to Tier 2 support or relevant departments while maintaining ownership of the case until resolution.

• Effectively communicate technical information to non-technical users.

• Stay updated on product knowledge and be able to explain features functionalities and common troubleshooting steps.

• Other related tasks assigned by managers of the Clients and/or Helpware.

Qualifications:

• Must be able to work full time 40 hrs per week

• Must have at least 6 months of CSR experience.

• Excellent English communication skills both verbal and written

• Can work independently and in a team.