Customer Support Voice

Key Responsibilities

Handling Inbound Queries:

1. Voice Support:
   • Answer inbound calls from customers regarding inquiries, issues, or concerns.
   • Provide clear, accurate, and helpful information to resolve customer queries efficiently.
   • Use active listening to understand customer needs and offer appropriate solutions.
2. Email & Chat Support:
   • Respond to customer inquiries via email and live chat, ensuring professionalism and clarity in all communications.
   • Acknowledge and resolve customer issues, complaints, or questions in a timely manner.
   • Provide troubleshooting and guidance for products or services, offering solutions or escalating issues when needed.

Customer Issue Resolution:

1. Troubleshooting:
   • Identify and resolve issues reported by customers, ensuring a positive resolution within a reasonable timeframe.
   • Escalate complex issues or complaints to the appropriate department or supervisor for further resolution.
2. Customer Guidance:
   • Provide customers with step-by-step guidance on using products, services, or resolving common issues.
   • Maintain knowledge of frequently asked questions (FAQs) and product information to assist customers effectively.

Documentation and Reporting:

1. Ticketing System Updates:
   • Log all customer interactions, inquiries, and service requests in the CRM or ticketing system accurately.
   • Follow up on open tickets to ensure timely resolution and customer satisfaction.
2. Daily Activity Reporting:
   • Report daily activities, issues, and feedback from customers to the team lead or supervisor.
   • Highlight any recurring issues or potential improvements to customer support processes.

Quality Assurance:

1. Adhere to Service Standards:
   • Maintain a high level of professionalism, ensuring that every customer interaction meets the company 's quality standards.
   • Ensure compliance with all policies and procedures while interacting with customers.
2. Customer Satisfaction:
   • Follow up with customers, when necessary, to ensure that their concerns were resolved to their satisfaction.
   • Strive to exceed customer expectations with every interaction, contributing to high customer satisfaction and loyalty.

Product & Service Knowledge: