Customer Support Representative

6 months ago

Dubai, United Arab Emirates Dream Come True Information Technology Full time

**Customer Support Representative.**

**Position Overview**:The Customer Support Representative plays a pivotal role in maintaining excellent customer relationships by addressing inquiries, and concerns, and providing solutions. They serve as a bridge between customers and the company, ensuring customer satisfaction and enhancing brand reputation.

**Responsibilities**:
Respond to customer inquiries, issues, and requests promptly and professionally.
Provide accurate and relevant information to customers regarding products, services, and policies.

**Issue Resolution**:Identify and assess customers' needs to find appropriate solutions.
Troubleshoot technical issues and guide customers through problem-solving steps.
Escalate complex issues to the appropriate department for further resolution.

**Product Knowledge**:Develop a deep understanding of the company's products, services, and offerings.
Keep up-to-date with product updates, changes, and improvements.
Educate customers about product features and benefits.

**Documentation and Records**:Maintain accurate and detailed records of customer interactions in the CRM system.
Document customer inquiries, resolutions, and feedback for future reference.
Generate reports on customer support metrics for analysis.

**Customer Satisfaction**:Ensure high levels of customer satisfaction through positive and professional interactions.
Collect customer feedback and relay it to relevant departments for continuous improvement.
Strive to exceed customer expectations and build lasting relationships.

**Problem Solving**:Analyze customer issues and determine appropriate courses of action.
Implement problem-solving techniques to resolve customer complaints effectively.
Offer alternatives and options to meet customer needs.

**Team Collaboration**:Collaborate with other customer support team members to share insights and best practices.
Communicate effectively with internal departments to address customer concerns.

**Continuous Learning**:Stay updated with industry trends and customer service best practices.
Attend training sessions to enhance product knowledge and customer interaction skills.

**Requirements**:

- High school diploma or equivalent; associate's or bachelor's degree is a plus.
- Proven experience in customer support, preferably in a related industry.
- Excellent communication skills, both written and verbal.
- Proficiency in using customer support software and CRM systems.
- Strong problem-solving and analytical abilities.
- Patience, empathy, and a customer-oriented mindset.
- Ability to multitask and manage time effectively.
- Flexibility to work in shifts, including evenings, weekends, and holidays.

**Job Type**: Permanent

Pay: From AED3,000.00 per month

Ability to commute/relocate:

- Dubai: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- Customer Support: 5 years (required)

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