Customer Support Representative

What is a Customer Support Rep?

A Customer Support Representative is a dedicated professional responsible for assisting customers with inquiries, resolving issues, and providing a positive experience across various communication channels. They play a vital role in ensuring customer satisfaction by delivering accurate information, addressing concerns promptly, and maintaining a friendly and professional demeanor.

Customer Support Representatives collaborate with internal teams to direct inquiries to the appropriate departments and utilize software tools like CRM systems and spreadsheets for data management. Their commitment to excellent communication and organizational skills helps build trust and lasting relationships with customers.

Average Monthly Employment Cost (with Benefits)

Average Annual Employment Cost (with Benefits)

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Customer Support Representative Job Description

We are seeking a talented Customer Support Representative to join our team and provide exceptional service to our valued customers. In this role, you will actively listen to customer inquiries, offer effective solutions, and ensure they are informed about product details, shipping updates, and other important information.

Responsibilities include engaging with customers via phone, email, or chat, supporting team members with administrative tasks, and directing specialized inquiries to the appropriate departments. You will also utilize various software tools to manage customer data accurately. If you are passionate about customer satisfaction, have excellent communication skills, and thrive in a team-oriented environment, we’d love to hear from you.

In this role, you will: 

• Actively listen to customer inquiries to determine the best solutions and respond effectively.
• Keep customers informed about product prices, shipping times, delays, and other important details.
• Engage with customers via phone, email, or chat, providing professional and friendly assistance.
• Support team members and colleagues by assisting with administrative tasks as needed.
• Direct customer questions about specific products or services to the correct department or specialist.
• Utilize various software applications, including CRM, scheduling software, and spreadsheets, for data entry, editing, and report formatting.

Essential Skills & Qualifications:

• Strong organizational skills to manage customer requests and inquiries effectively.
• Excellent English communication skills, both oral and written.
• Proven experience in customer service, with a focus on building positive customer relationships.
• Skilled in data entry, with solid computer skills.
• Familiarity with Microsoft Office and Google Workspace tools.
• Attention to detail to ensure accuracy in customer interactions and data handling.
• Ability to multi-task efficiently, maintaining quality across various responsibilities.
• Capable of working independently, requiring minimal supervision.

Preferred Qualifications:

• Experience working within a team environment and open to direction from managers and supervisors.
• Proficiency in using CRM, scheduling software, and spreadsheets for data entry and reporting.
• Proven ability to meet deadlines and manage time effectively.
• Familiarity with customer service processes in eCommerce or related industries.
• Strong problem-solving skills to address customer inquiries efficiently.