Customer Support Representative

Full Job Description

Job Location: Canada

We are seeking a friendly and dedicated individual to join our team as a customer service representative. In this role, you will be the primary point of contact for our valued customers, providing exceptional service to ensure their satisfaction and loyalty. You will handle a variety of inquiries, complaints, and requests, striving to exceed expectations with every interaction.

As a customer service representative, you will actively listen to customers' needs, empathize with their concerns, and respond promptly and professionally to resolve any issues. You will be responsible for accurately entering and updating customer information in our database, maintaining confidentiality and adhering to relevant policies and procedures. You will also have the opportunity to contribute to improving our customer service processes, identifying trends and areas for improvement.

Responsibilities

• Greet and assist customers in a friendly and professional manner
• Answer incoming phone calls and respond to customer emails and inquiries promptly
• Provide accurate and relevant information to customers regarding products, services, and policies
• Resolve customer complaints and concerns in a timely and satisfactory manner
• Accurately enter and update customer information in our database
• Collaborate with other departments to resolve complex customer issues
• Keep abreast of product knowledge and stay informed about new features and updates
• Support sales team by cross-selling or upselling products when appropriate
• Follow company guidelines and protocols for handling customer interactions
• Strive to meet or exceed established customer service goals and metrics

Requirement

• High school diploma or equivalent
• Previous experience in a customer service role is preferred
• Excellent verbal and written communication skills
• Strong problem-solving and decision-making abilities
• Ability to work well in a team-oriented environment
• Solid organizational and time management skills
• Proficient in using customer service software and computer applications
• Ability to remain calm and professional under pressure
• Flexibility to work evenings, weekends, and holidays, if required
• Must be authorized to work in (Canada)