Customer Service Agent
Skills
About the Role
You will be responsible for delivering the highest level of service to customers across multiple channels. You will respond to inquiries via email live chat and social media in a timely and helpful manner. You will diagnose and resolve product or service issues guiding customers through step by step solutions. You will manage support tickets in our helpdesk system open track update and close customer cases. You will relay recurring issues and feedback to management to help improve the product and customer experience. You will meet team targets for response times customer satisfaction CSAT scores and resolution rates. You will assist with language translations as required by the business to support our diverse customer base. You will contribute to the ongoing development of our customer service standards and support the implementation of new products processes and policies.
Requirements
- Active listening and empathy
- Clear communication
- Patience and resilience
- Problem solving
- Tech and CRM proficiency
- Speed and accuracy
- Multitasking and organization
- Product literacy
- Detail oriented documentation
Responsibilities
- Resolve customer inquiries via email live chat and social media in a timely and helpful manner
- Troubleshoot and problem solve diagnose investigate and resolve product or service issues guiding customers through step by step solutions
- Manage support tickets open track update and close customer cases within our helpdesk system Intercom Zendesk Salesforce
- Proactively share feedback identify recurring customer complaints or bugs and relay them to management to help improve the product and customer experience
- Meet performance metrics consistently hit team targets for response times customer satisfaction CSAT scores and resolution rates
- Business and translation support assist with language translations as required by the business to support our diverse customer base
- Drive continuous improvement actively contribute to ongoing development of our customer service standards and support the implementation of new products processes and policies