Customer Service Representative / Customer Care Executive / Customer Support Specialist
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Key skills for this role
Role Overview
Serve as the primary brand ambassador and front-line support contact for customers.
Work with Operations, Logistics, Product Support, and Quality Assurance teams.
The role is described as entry-to-mid level and reports to a Customer Support Lead or Service Manager.
Key Skills for This Role
Full Job Posting
Role Description
Serve as the primary brand ambassador and front-line support contact for customers.
Work with Operations, Logistics, Product Support, and Quality Assurance teams.
The role is described as entry-to-mid level and reports to a Customer Support Lead or Service Manager.
Customer Support Responsibilities
- Resolve customer inquiries across phone, email, live chat, and ticketing systems.
- Investigate service or product issues and provide timely, accurate, and professional resolutions.
- Track customer interactions in CRM systems and process refunds, replacements, or account adjustments.
- Escalate complex technical or operational issues to higher-tier support teams.
- Maintain adherence to First Contact Resolution and Customer Satisfaction benchmarks.
Qualifications
- Bachelor's degree, diploma, or SPM/high school diploma in Business, Communications, Hospitality, or a related discipline.
- 1–3 years of experience in front-line customer service, contact center operations, or digital helpdesk environments.
- Fluency and precision across phone, email, live chat, and social media messaging.
- Hands-on proficiency with CRM and ticketing tools such as Zendesk, Salesforce Service Cloud, Freshdesk, Intercom, or Zoho Desk.
- Ability to troubleshoot issues, perform root-cause analysis, and route technical issues to tier-2 support.
- Intermediate documentation skills using Microsoft Excel, Google Sheets, or internal databases.
- Understanding of support metrics including Average Handling Time, First Contact Resolution, CSAT, and Net Promoter Score.
- Strong empathy, adaptable communication, time management, stress tolerance, and teamwork.
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