Associate - Customer Support

We are in search of a talented Associate - Customer Support who will be responsible for assessing and fulfilling customer needs by exerting a great deal of knowledge, empathy and professionalism.

Being a constant point of contact for customers, you have the opportunity to create and/or completely transform a customer's experience with our company. For this reason, it is integral that you are friendly and well-informed in your approach.

• Outstanding customer service skills, including the ability to maintain focus on the customer's issue in a fast-paced environment.
• Ability to empathise with and prioritise customer needs; Identifying and fulfilling customer needs to achieve satisfaction.
• Demonstrates interpersonal skills with a diverse customer base.
• Demonstrates conflict resolution, negotiation, and de-escalation skills.
• Demonstrates ownership of difficult customer issues, escalating as needed.
• Ability to determine customer needs and provide appropriate solutions.
• Maintain consistent and reliable attendance, including following the daily schedule as assigned.
• Be flexible with the work schedule; weekends, holidays, and special events may be required.
• Managing large amounts of incoming calls and email enquiries.
• Answering detailed product and service questions.
• Handling complaints, providing appropriate solutions and alternatives.
• Keeping records of customer interactions, processing customer accounts and filing documents.
• Reading and learning scripts.
• Compiling reports on overall customer satisfaction.
• Ability to work overtime if required by the company.

Requirements

• Strong written and verbal communication skills.
• Confidence on the phone.
• Basic data entry knowledge.
• Ability to multitask, prioritise and manage time effectively.
• Ability to retain and recall important information.
• Capacity to work independently and proactively.
• High aptitude for following communication guidelines, procedures and policies.
• Effective problem-solving skills include decision-making, time management and immediate prioritisation of tasks as assigned.
• Ability to approach problems logically and rationally.
• Action-oriented, self-disciplined, Organised and detail-oriented.
• Ability to quickly and effectively prioritise work time in various departments to meet business needs.
• Knowledge of the ticket management system is a plus.