Customer Support Associate

About the Role

• Manage customer interactions through voice and chat channels.
• Handle customer queries and resolve issues efficiently.
• Deliver a high-quality customer experience.
• Meet performance and quality standards.

Key Responsibilities

• Handle inbound and outbound customer interactions via calls and live chat.
• Resolve customer queries related to products, services, accounts, and technical concerns.
• Provide accurate information and effective solutions within defined SLAs.
• Maintain professional communication and ensure customer satisfaction.
• Document customer interactions and update records in CRM systems.
• Escalate complex issues to relevant teams when required.
• Meet KPIs such as quality, productivity, CSAT, and adherence metrics.

Qualifications

• Excellent verbal and written communication skills.
• Strong problem-solving and multitasking abilities.
• Customer-focused approach with empathy and patience.
• Basic computer and CRM handling knowledge.
• Ability to work in rotational shifts.