Customer Support Associate

Intouch CX

Respond promptly and professionally to customer inquiries via phone, email, chat.

• Resolve customer issues efficiently by identifying problems, troubleshooting, and providing accurate solutions.
• Document all customer interactions and maintain detailed records in the company s CRM system.
• Collaborate with team members and other departments to ensure seamless customer support and issue resolution.
• Escalate complex or unresolved issues to the appropriate internal teams following established protocols.
• Maintain up-to-date knowledge of company products, services, and policies to provide accurate information.
• Meet or exceed individual and team performance metrics, including response time, resolution rate, and customer satisfaction scores.
• Participate in ongoing training sessions to stay current with new products, services, and customer service best practices.
• Identify recurring customer issues and provide feedback to management for process improvements.
• Uphold company values by delivering service with empathy, professionalism, and a customer-first mindset.

• Excellent verbal and written communication skills in English.
• Strong problem-solving abilities and attention to detail.
• Ability to work effectively in an office-based, fast-paced environment.
• Proficiency with computers, CRM systems, and common office software.
• Demonstrated ability to handle multiple tasks and prioritize effectively.
• Strong interpersonal skills and a collaborative team player.
• Willingness to work flexible shifts, including evenings, weekends, or holidays as required.
• Commitment to delivering high-quality customer experiences.
• Adaptability to changing processes, technologies, and customer needs.