Customer Support Representative (CL)

Customer Support Representative

The selected candidate for the customer support representative position must possess great communication skills, allowing them to collaborate effectively with their team and with other teams from different areas. They must have a deep understanding of customer service needs and multitasking skills.

Responsibilities

• Respond to customer inquiries: Customer service agents manage incoming customer inquiries through various channels, such as phone calls, emails, live chat, or social media. They provide quick and accurate information, answering customer questions and concerns.
• Problem resolution: Customer service agents help customers resolve issues or complaints. They listen attentively, empathize with customers, and work to find appropriate solutions within the company's policies and procedures.
• Order processing: Agents process customer orders, ensuring accuracy in product selection, pricing, and delivery details. They can assist with modifications, cancellations, or tracking the status of the shipment.
• Technical assistance: In cases where technical knowledge is required, customer service agents provide assistance to customers facing technical issues related to products or services. They solve problems, guide customers step-by-step to resolve them, or, if necessary, refer complex issues to specialized teams.
• Customer feedback and surveys: CX agents can proactively collect customer opinions or conduct surveys after the interaction to measure customer satisfaction levels. They analyze opinions and provide information to the management team for continuous improvement of products, services, and processes.
• Data entry and documentation: CX agents accurately record customer interactions, including relevant details, in the contact center database or customer relationship management system (CRM). They ensure that all information is properly documented for future reference or analysis.
• Compliance and quality assurance: CX agents adhere to the company's policies, procedures, and legal regulations while managing customer interactions. They maintain a high level of service quality and professionalism during each customer interaction.

Requirements

• Technical or university studies in related fields such as Business Administration, Communication, or similar.
• Basic level of English.
• Intermediate knowledge of Microsoft Office tools.
• Previous experience in customer service or sales, preferably in the financial sector, for at least one year.
• Effective communication skills, ability to work in a team, and handle difficult situations under pressure.