We are looking for a proactive, reliable, and customer-focused Customer Support Agent to join our team. The ideal candidate should be a fast learner, capable of handling multiple tasks simultaneously, and committed to delivering high-quality customer service. This role requires strong communication skills, quick problem-solving abilities, and strict adherence to service standards and response times.
Key Responsibilities
Respond to customer inquiries via email, ticketing systems, and other support channels.
Handle a minimum of 12 tickets/emails per hour while maintaining accuracy and service quality.
Ensure 100% SLA compliance, responding to all customer inquiries within 24 hours.
Understand customer concerns quickly and provide accurate, effective, and timely resolutions.
Deliver excellent customer service while minimizing unnecessary back-and-forth communication.
Escalate complex issues to the appropriate departments when necessary.
Maintain transparent and professional communication with customers and internal teams.
Be open to feedback, discussions, process improvements, and changes in workflows.
Manage multiple customer requests simultaneously while maintaining attention to detail.
Utilize a dual-screen setup (second monitor) to improve efficiency and productivity.
Keep accurate records of customer interactions and resolutions in the support system.
Continuously learn new processes, products, and tools to improve support performance.
Note- This is a contractual role for 7 months.
Requirements
Key Responsibilities
Respond to customer inquiries via email, ticketing systems, and other support channels.
Handle a minimum of 12 tickets/emails per hour while maintaining accuracy and service quality.
Ensure 100% SLA compliance, responding to all customer inquiries within 24 hours.
Understand customer concerns quickly and provide accurate, effective, and timely resolutions.
Deliver excellent customer service while minimizing unnecessary back-and-forth communication.
Escalate complex issues to the appropriate departments when necessary.
Maintain transparent and professional communication with customers and internal teams.
Be open to feedback, discussions, process improvements, and changes in workflows.
Manage multiple customer requests simultaneously while maintaining attention to detail.
Utilize a dual-screen setup (second monitor) to improve efficiency and productivity.
Keep accurate records of customer interactions and resolutions in the support system.
Continuously learn new processes, products, and tools to improve support performance.
Candidate Criteria
Essential Requirements
Excellent written and verbal English communication skills.
Strong customer service mindset with a solution-oriented approach.
Ability to handle 12+ tickets/emails per hour efficiently.
Proven ability to multitask and manage priorities effectively.
Fast learner with the ability to quickly adapt to new tools and processes.
Strong attention to detail and commitment to service quality.
Reliable, transparent, and accountable in daily work.
Comfortable working in a fast-paced environment.
Ability to understand customer questions accurately and provide prompt resolutions.
Strong problem-solving and critical-thinking skills.
Ability to work independently while collaborating with team members.
Technical Requirements
Experience using email platforms, ticketing systems, and customer support tools.
Proficiency in Google Workspace or Microsoft Office.
Comfortable working with multiple tabs, systems, and applications simultaneously.
Access to a second monitor/screen for enhanced productivity and efficient ticket handling.
Stable internet connection and suitable work-from-home setup (if remote).
Key Performance Indicators (KPIs)
Ticket Handling Speed: Minimum 12 tickets/emails per hour.
SLA Compliance: 100% response within 24 hours.
Quality Score: Accurate and professional responses with minimal errors.
Resolution Efficiency: Quick and effective issue resolution.
Customer Satisfaction: Positive customer feedback and service ratings.
Productivity: Effective use of tools and second-screen setup to maximize efficiency.
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