International Voice/Technical Support Process Specialist
2 days ago
We are seeking dynamic individuals for the Customer Support Associate role. In this position, you will be responsible for providing exceptional customer support and resolving technical issues for our international clientele through both voice calls and chat, ensuring a seamless and positive experience.
Key Responsibilities:
- Customer Interaction: Engage with customers over chat and voice to provide support, answer queries, and resolve issues in a professional and courteous manner. Address customer concerns and provide relevant solutions, ensuring satisfaction.
- Issue Resolution: Identify customer problems or concerns and offer timely and effective solutions. Escalate complex issues to higher-level support teams when necessary while ensuring the customer is informed.
- Performance Metrics: Meet or exceed performance metrics such as Average Handling Time (AHT) and Customer Satisfaction (CSAT). Continuously work towards improving personal and team performance through self-assessment and feedback.
- Handling Difficult Situations: Remain calm and professional when dealing with upset or irate customers, working towards de-escalating conflicts and resolving concerns. Offer empathetic solutions, ensuring a positive customer experience despite challenges.
Required Skills and Qualifications:
- Excellent verbal communication skills in English for voice interactions.
- Strong written communication skills in English for chat interactions.
- Strong technical troubleshooting and problem-solving abilities.
- Ability to actively listen, empathize with customers, and de-escalate difficult situations.
- Customer-focused mindset with a commitment to delivering high-quality service.
- Ability to meet and exceed performance metrics.
- Strong interpersonal skills.
Qualification:
- Bachelor's degree or equivalent practical experience.
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