
Customer Service Advocate
2 days ago
We are seeking a professional with strong communication skills, patience, and problem-solving abilities to handle customer interactions. The ideal candidate will be able to respond to customer inquiries, resolve issues, and provide top-notch service in English across various channels.
Main Responsibilities:
- Voice Support:
- Respond to inbound customer calls in a professional and friendly manner, addressing inquiries, complaints, and technical issues.
- Provide clear, accurate, and timely information regarding products and services in English.
- Assist customers in troubleshooting problems and guiding them through solutions over the phone.
- Maintain a high level of service excellence on all calls.
- Handle customer support requests via email, live chat, and other digital channels, ensuring prompt and accurate responses.
- Maintain thorough documentation of customer interactions and resolutions in English.
- Collaborate with other departments (e.g., technical, sales, or billing teams) to address complex customer issues.
- Effectively resolve customer issues in a timely and professional manner, ensuring customer satisfaction.
- Identify recurring issues and collaborate with the appropriate teams to suggest improvements.
- Manage multiple customer inquiries simultaneously across voice and non-voice channels without compromising the quality of service.
- Maintain key performance metrics such as response time, resolution time, customer satisfaction, and first call resolution.
- Stay up to date with company products, services, and policies.
- Provide accurate feedback to management on common customer issues or areas for improvement.
Necessary Qualifications and Skills:
- Language Proficiency: Fluent in English (written and spoken), with the ability to communicate clearly and professionally in the language.
- Experience: Previous experience of 0-2 years in customer support or a related field is required.
- Skills: Strong communication and active listening skills. Excellent problem-solving abilities and attention to detail. Ability to work efficiently under pressure and in a fast-paced environment. Ability to multitask and manage time effectively. Empathy and patience when dealing with customer concerns.
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