Customer Support Representative

Job Summary

We are seeking a professional, customer-focused, and detail-oriented Customer Support Representative to join our growing team. The ideal candidate will be responsible for delivering exceptional customer service through phone, email, live chat, and other communication channels while ensuring every customer interaction is handled efficiently and professionally.

The successful candidate should possess excellent communication skills, strong problem-solving abilities, and the ability to work in a fast-paced environment while maintaining a positive customer experience.

Key Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, live chat, and messaging platforms.
• Provide accurate information regarding products, services, company policies, and procedures.
• Resolve customer concerns, complaints, and service requests while maintaining high customer satisfaction.
• Document all customer interactions accurately in the CRM or ticketing system.
• Escalate complex issues to the appropriate department when necessary.
• Follow up with customers to ensure issues have been resolved successfully.
• Process customer requests, account updates, refunds, exchanges, cancellations, or order modifications as required.
• Collaborate with internal teams including Sales, Operations, Technical Support, Billing, and HR to resolve customer concerns.
• Maintain a high level of professionalism and empathy during all customer interactions.
• Meet individual and team KPIs, including:
• First Response Time (FRT)
• Average Handle Time (AHT)
• Customer Satisfaction Score (CSAT)
• First Contact Resolution (FCR)
• Quality Assurance (QA) Score
• Ticket Resolution Time
• Identify recurring customer issues and provide recommendations for process improvements.
• Stay up to date with company products, services, policies, and system updates.
• Ensure compliance with company confidentiality and data protection policies.

Required Qualifications

• Bachelor's degree is preferred (or equivalent work experience).
• Minimum 1 year of experience in Customer Support, Customer Service, Call Center, or Client Relations.
• Excellent verbal and written English communication skills.
• Strong active listening and interpersonal skills.
• Ability to multitask and manage multiple customer conversations simultaneously.
• Strong problem-solving and conflict-resolution abilities.
• Professional phone etiquette and customer-first mindset.
• Ability to work independently and as part of a team.
• Strong attention to detail and organizational skills.

Preferred Skills

• Experience with CRM platforms such as Salesforce, HubSpot, Zendesk, Freshdesk, Zoho CRM, or similar.
• Experience using ticketing systems and help desk software.
• Knowledge of Microsoft Office (Excel, Word, Outlook).
• Experience with Google Workspace.
• Familiarity with live chat platforms such as Intercom, LiveChat, or Gorgias.
• Ability to type a minimum of 40 WPM with high accuracy.
• Basic technical troubleshooting skills.
• Experience supporting U.S., Canadian, UK, or international customers is an advantage.

Soft Skills

• Excellent communication
• Active listening
• Empathy
• Patience
• Time management
• Adaptability
• Critical thinking
• Team collaboration
• Emotional intelligence
• Attention to detail
• Positive attitude
• Professionalism
• Conflict resolution
• Decision-making
• Accountability

Performance Metrics (KPIs)

• Customer Satisfaction (CSAT)
• First Contact Resolution (FCR)
• Average Handle Time (AHT)
• First Response Time (FRT)
• Ticket Resolution Time
• Customer Retention
• Quality Assurance (QA) Score
• Attendance & Punctuality
• Productivity Targets
• Customer Feedback Ratings

Working Hours

• Full-time
• Onsite
• Ability to work flexible shifts, including evenings, weekends, or holidays if required.

Compensation & Benefits

• Competitive salary
• Performance-based incentives
• Paid training
• Career growth opportunities
• Professional development programs
• Paid time off (as per company policy)
• Supportive and collaborative work environment

Why Join Us?

Join a dynamic team where your communication skills and dedication to customer satisfaction will make a real impact. We offer continuous learning opportunities, career advancement, and a positive workplace culture that values teamwork, innovation, and exceptional service.

Pay: Rs45,000.00 - Rs95,000.00 per month

Application Question(s):

• Describe a time when you turned an unhappy customer into a satisfied one.
• A customer asks for something that is against company policy. What would you do?
• Which CRM or help desk software have you used?

Work Location: In person