Website Highland Group
JOB OPPORTUNITY
Job Summary
We are looking for a Customer Support Representative to provide exceptional support to our customers by addressing their inquiries, resolving issues, and ensuring customer satisfaction. The ideal candidate will have strong communication skills, a customer-focused approach, and the ability to troubleshoot and resolve common technical or functional issues.
This role requires a proactive individual who is passionate about building strong customer relationships and delivering prompt, high-quality support.
Key Responsibilities
Customer Assistance
1. Handle customer queries through email, phone or chat in a professional and timely manner.
2. Provide accurate, clear, and detailed information about products, services, and policies.
3. Assist customers in troubleshooting issues related to products, services, or accounts.
Issue Resolution
1. Identify and resolve customer problems by providing appropriate solutions and alternatives.
2. Escalate unresolved issues to relevant internal teams, ensuring all necessary details are documented.
3. Collaborate with internal departments to resolve customer concerns efficiently.
4. Handle complaints or complex inquiries with professionalism and empathy to maintain customer trust.
Customer Communication
1. Maintain a positive, empathetic, and professional attitude toward customers at all times.
2. Provide accurate information about products, services, or policies to customers.
3. Gather customer feedback and relay it to the relevant teams for product or process improvements.
Documentation and Reporting
1. Record and maintain detailed logs of customer interactions and resolutions.
2. Prepare regular reports on support metrics, including response times and resolution rates.
3. Update FAQs and support documentation based on recurring customer queries.
Qualifications
Educational Requirements:
High school diploma required; a Bachelor’s degree in Business, Communications, or a related field is preferred.
Experience:
1. 1–2 years of experience in customer support or a client-facing role. (Freshers can apply)
2. Familiarity with customer service tools (CRM software, ticketing systems) is an advantage.
Required Skills
1. Excellent verbal and written communication skills.
2. Strong problem-solving and critical-thinking abilities.
3. Empathy and patience to handle a variety of customer situations.
4. Ability to manage time effectively and multitask in a fast-paced environment.
5. Basic knowledge of Microsoft Office tools (Word, Excel, Outlook).
Additional Competencies
1. A customer-focused attitude with the ability to handle high-pressure situations.
2. Attention to detail and accuracy in documentation and interactions.
3. Willingness to learn about company products and services thoroughly.
4. Basic knowledge in database management.
Key Metrics for Success
1. First response time and resolution time for customer queries.
2. Customer satisfaction scores or feedback.
3. Effective documentation of support tickets and issues.
4. Contribution to process improvements based on customer insights.