The Customer Support Representative (CSR) resolves customers' queries and complaints by recommending solutions and assisting the customers with technical problems when using the products and services. The customer support representative facilitates the relationship between companies and their clients by processing orders and assisting clients with other errors, account questions, billing, and cancellations. Duties and Responsibilities - Manage amounts of incoming calls - Respond to customer inquiries - Tracking customer functional requirements - Build a trust relationship for customer account loyalty and engage customers - Handle customer complaints and provide appropriate solutions - Resolves product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, following up to ensure resolution - Process orders, forms, applications and requests - Attracts potential customers by answering product and service questions and suggesting information about other products and services. - Generate sales leads - Manage customers' accounts - Maintain customer databases by updating account information - Set up new customer accounts by recording account information - Keep records of customer interactions and transactions
Type of programs handled: Airline, Retail, Telco, Financial, and SaaS company.
Types of software used: * Zendesk * FreshDesk* Intercom * Salesforce * Oracle Cloud * Shopify * Amadeus * Axiom * Amazon Connect * LivePerson * Google voice* -----------* Slack*Intercom*Postman*Elasticemail
Verified
