We are in search of a talented Associate - Customer Support who will be responsible for assessing and fulfilling customer needs by exerting a great deal of knowledge, empathy and professionalism.
Being a constant point of contact for customers, you have the opportunity to create and/or completely transform a customer’s experience with our company. For this reason, it is integral that you are friendly and well-informed in your approach.
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Outstanding customer service skills, including the ability to maintain focus on the customer's issue in a fast-paced environment.
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Ability to empathise with and prioritise customer needs; Identifying and fulfilling customer needs to achieve satisfaction.
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Demonstrates interpersonal skills with a diverse customer base.
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Demonstrates conflict resolution, negotiation, and de-escalation skills.
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Demonstrates ownership of difficult customer issues, escalating as needed.
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Ability to determine customer needs and provide appropriate solutions.
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Maintain consistent and reliable attendance, including following the daily schedule as assigned.
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Be flexible with the work schedule; weekends, holidays, and special events may be required.
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Managing large amounts of incoming calls and email enquiries.
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Answering detailed product and service questions.
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Handling complaints, providing appropriate solutions and alternatives.
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Keeping records of customer interactions, processing customer accounts and filing documents.
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Reading and learning scripts.
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Compiling reports on overall customer satisfaction.
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Ability to work overtime if required by the company.
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Strong written and verbal communication skills.
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Confidence on the phone.
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Basic data entry knowledge.
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Ability to multitask, prioritise and manage time effectively.
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Ability to retain and recall important information.
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Capacity to work independently and proactively.
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High aptitude for following communication guidelines, procedures and policies.
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Effective problem-solving skills include decision-making, time management and immediate prioritisation of tasks as assigned.
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Ability to approach problems logically and rationally.
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Action-oriented, self-disciplined, Organised and detail-oriented.
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Ability to quickly and effectively prioritise work time in various departments to meet business needs.
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Knowledge of the ticket management system is a plus.
