Customer Service Support Associate – CDO Site
2 days ago
The Customer Service Support Associate plays a vital role in delivering exceptional customer experiences by serving as the first point of contact for customers. This role is responsible for handling a wide range of inquiries, concerns, and service requests through various channels, including phone, email, live chat, and social media.
Acting as a bridge between the company and its customers, the Support Associate ensures that all interactions are handled efficiently, professionally, and in alignment with the company's values. The ideal candidate is customer-focused, tech-savvy, empathetic, and capable of multitasking in a dynamic environment.
Key Responsibilities:
- Serve as the front-line contact for customer inquiries, providing information, resolving issues, and ensuring customer satisfaction.
- Handle incoming calls, emails, chat messages, and other customer contact channels with a focus on quality and professionalism.
- Understand customer needs and deliver tailored solutions or escalate when necessary to ensure prompt resolution.
- Troubleshoot basic product or service-related problems using available tools and resources.
- Maintain detailed and accurate records of all customer interactions in the customer relationship management (CRM) system.
- Follow company guidelines and standard operating procedures (SOPs) to ensure consistency and quality in customer service delivery.
- Collaborate with internal teams (e.g., Technical Support, Sales, Billing, Operations) to resolve complex issues and deliver end-to-end service.
- Stay informed about company products, services, promotions, policies, and system updates to provide up-to-date information to customers.
- Contribute to a positive team environment and actively participate in team meetings, training sessions, and performance reviews.
- Meet or exceed key performance indicators (KPIs) such as response time, first-contact resolution rate, and customer satisfaction score.
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