Customer Service Agent

The Customer Support Agent will be assisting our customers who have inquiries about the client’s products and services.

Responsibilities will include resolving customer queries, recommending solutions and guiding product users. To be successful in this role, you should be an excellent communicator who’s able to earn customers’ trust.

Job Responsibilities:

  • Respond to customer queries in a timely and accurate way, via phone, email or chat
  • Identify customer needs and help customers with their orders
  • Update internal databases or CRM with information about customers, orders and concerns
  • Monitor customers’ issues on different channels and reach out to provide assistance
  • Inform customers about product and service features
  • Check in with customers to ensure their issues and concerns are resolved
  • Maintain service levels and achieve call KPIs
  • Gather customer feedback and share with Product, Sales and Marketing teams

Job Requirements and Qualifications:

  • Solid experience as a Customer Support Agent or similar CS role for minimum of 3-5 years
  • Must have previous background in the BPO industry preferably under AU Customer Service campaigns
  • Experience using CRMs and helpdesk software
  • Excellent communication skills
  • Multi-tasking and critical thinking abilities
  • Upbeat and enthusiastic personality