Helpdesk Representative

Job Overview:

We are looking for a skilled and professional customer service representative to handle various interactions with our clients.

The ideal candidate will have strong communication skills, the ability to work under pressure, and be proficient in resolving issues in a timely manner.

• Voice Support:
• Respond to inbound customer calls in a friendly and professional manner, addressing inquiries, complaints, and technical issues.
• Provide clear and accurate information regarding products and services.
• Assist customers in troubleshooting problems and guiding them through solutions over the phone.

• Non-Voice Support:
• 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.
• Collaborate with other departments to address complex customer issues.

• Issue Resolution:
• Effectively resolve customer issues in a timely and professional manner, ensuring customer satisfaction.
• Identify recurring issues and suggest improvements.

• Multitasking and Efficiency:
• Manage multiple customer inquiries simultaneously without compromising the quality of service.
• Maintain key performance metrics such as response time, resolution time, customer satisfaction, and first call resolution.

• Knowledge Management:
• Stay up to date with company policies and procedures.
• Provide accurate feedback to management on common customer issues or areas for improvement.

Requirements:

• Language Proficiency: Fluent in English (written and spoken), with the ability to communicate clearly and professionally in the language.
• Experience: Previous experience in customer service or a related field is required.
• Technical Skills: Familiarity with customer support software is a plus.