Customer Support Assistant

Responsibilities:

• Respond to customer inquiries via phone, email, live chat, or social media in a timely and professional manner.
• Provide accurate information about products, services, and company policies.
• Assist customers in troubleshooting issues and finding effective solutions.
• Document all customer interactions and feedback in the CRM system.
• Escalate complex or unresolved issues to the appropriate department or supervisor.
• Follow up with customers to ensure their issues have been resolved satisfactorily.
• Maintain a high level of product knowledge to support customer needs effectively.
• Contribute to improving customer service procedures and standards.
• Handle complaints calmly and efficiently while maintaining a positive attitude.

Requirements:

• High school diploma or equivalent (Bachelor’s degree preferred).
• Previous experience in customer service, help desk, or support roles preferred.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to work effectively under pressure and manage multiple tasks.
• Familiarity with CRM systems (e.g., Salesforce, Zendesk, HubSpot) is an advantage.
• Basic computer proficiency (MS Office, email, chat tools).
• Empathetic, patient, and customer-focused mindset.

Performance Metrics:

• Customer satisfaction (CSAT) scores
• Response and resolution times
• Call/chat/email handling quality
• First contact resolution rate

Work Environment:

• Office-based, hybrid, or remote, depending on company policy.
• May require occasional weekend or evening shifts.