Job Title: Customer Support (Phones)
Department: Operations
Reports To: Team Leader
Job Summary:
The Customer Support (Phone) representative is responsible for delivering exceptional customer service over the phone. This role requires strong verbal communication skills, keen attention to detail, and the ability to resolve customer inquiries effectively. By providing prompt and accurate support, this position contributes to an outstanding overall customer experience.
Key Responsibilities
-Customer Support & Issue Resolution
Engage with customers professionally and courteously over the phone, ensuring prompt and effective assistance.
Provide accurate product and service information to enhance customer satisfaction.
Troubleshoot customer concerns, offering solutions or escalating issues when necessary.
Maintain detailed and organized records of customer interactions, transactions, and concerns.
-Collaboration & Continuous Improvement
Work closely with team members and leadership to escalate unresolved issues appropriately.
Stay updated on company policies, product details, and industry best practices to ensure accurate support.
Identify and suggest process improvements to enhance the customer experience.
Required Qualifications
Previous customer support experience (phone-based preferred).
Exceptional verbal communication skills with a professional and empathetic demeanor.
Strong multitasking and prioritization abilities.
Proven problem-solving skills with strong attention to detail.
Familiarity with phone support tools and software (a plus).
Preferred Qualifications
Experience using CRM systems
Proficiency in Google Workspace and other digital collaboration tools.
Key Competencies
Effective Communication – Clear, professional, and empathetic verbal interactions.
Customer Focus – Commitment to delivering exceptional service and ensuring customer satisfaction.
Problem-Solving – Ability to analyze issues quickly and provide effective solutions.
Empathy & Patience – Remains calm and understanding even in challenging situations.
Attention to Detail – Ensures accuracy in customer records and information sharing.
Time Management & Multitasking – Handles multiple inquiries efficiently while maintaining high service standards.
Adaptability – Open to learning new processes, technologies, and evolving customer needs.
Collaboration – Works effectively with teammates and leadership to improve customer support.
Resilience & Stress Management – Maintains composure in high-pressure or fast-paced environments.
Physical Requirements/Work Environment (if applicable)
A laptop or desktop computer running Windows 10 or later.
Reliable high-speed internet connection with at least:
*30 Mbps download speed
*5 Mbps upload speed (testable via speedtest.net).
Backup internet connection is required.
A dedicated work area free from distractions and background noise
Salary Range: Will be disclosed in the job offer.
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