Customer Support Agent Job Description Template
Our company is looking for a Customer Support Agent to join our team.
Responsibilities:
- Participate in the completion of production goals and special projects;
- Build rapport and elicit problem details from help desk customers;
- Maintaining a cooperative and constructive attitude and spirit, especially during hard days and conversations;
- Access internal knowledge bases and frequently asked question (FAQ) resources to aid in problem resolution;
- Prioritize and schedule problems. Escalate problems (when required) to the appropriate internal contact;
- Performs other related duties as assigned;
- Provides feedback to Operations team to ensure all internal/external customers have accurate and timely information on status and/or changes;
- Provide outstanding customer service;
- Manage customer communications ensuring they are up to date and reflective of any changes to products or for any important seasonal events;
- Risk assessment, including reviewing, approving and/or denying orders;
- Working closely with external clients to perform advanced (Tier 3) troubleshooting via email and phone;
- Conferring with customers via chat and some phone & email;
- Assist in conflict resolution for customers;
- Maintain customer contact details and billing information in the company database;
- Review campaign performance and report on feedback and results to management.
Requirements:
- Bachelor’s degree or equivalent experience;
- Outstanding customer service skills;
- Knowledge of product lines, pricing, delivery times and methods;
- Excellent organisation and interpersonal skills;
- Software/help desk/customer support experience;
- Has a “let’s do this NOW” attitude and is not afraid to step up and handle the tough stuff;
- IT experience is a plus;
- One to three years of customer service experience;
- Exceptional oral and written communication skills;
- Demonstrated ability to prioritize and manage multiple tasks;
- Strong work ethic and passion for excellence;
- Good understanding of the organization’s goals and objectives;
- Strong documentation skills;
- Working understanding of Knowledge Centered Support;
- Ability to work constructively in a fast-paced, collaborative, matrixed team environment.