Customer Support Agent.

As a Customer Support Agent, your primary responsibility is to provide exceptional service and assistance to customers who have investigations, issues, or concerns regarding the company's products or services. 

You will work closely with your team and other departments to always ensure the best standard of serviceHere is what you will be doing (the important stuff)  Respond promptly and professionally to customer queries, issues, and requests via phone, email, chat, and other communication channels.Provide accurate and relevant information about the company's products and services; guided by our policies and procedures.Assist customers in troubleshooting technical problems or difficulties they may encounter and guide them through the resolution process.Document and maintain detailed records of customer interactions, queries, comments, and actions taken in the customer support system.Identify and escalate complex or unresolved customer issues to appropriate teams or higher-level support for further investigation and resolution.Follow established procedures for handling customer queries, complaints, and escalations, ensuring compliance with company guidelines and protocols.Collaborate with cross-functional teams, such as technical support and product development, to resolve customer issues and provide comprehensive solutions.Keep up to date with product knowledge, updates, and industry trends to provide accurate and up-to-date information to customers.Advocate for the customer by providing feedback, insights, and suggestions to improve products, processes, or customer experience.Ensure customer satisfaction and retention by building positive relationships, addressing concerns empathetically, and proactively addressing potential issues.Meet or exceed key performance indicators (KPIs) and service level agreements (SLAs) related to response time, resolution time, customer satisfaction ratings, and other metrics.Continuously improve personal knowledge and skills through training, self-learning, and staying updated on industry best practices.