Customer Support Associate
Job Description
We are looking for a friendly and customer-focused Customer Support Associate to handle customer inquiries, provide product and service assistance, resolve issues, and ensure a positive customer experience. The candidate will work closely with sales, technical, and service teams to provide timely and effective solutions to customers.
- Respond to customer inquiries through phone, email, WhatsApp, and other communication channels
- Understand customer requirements and provide accurate product and service information
- Handle customer complaints and resolve issues in a timely and professional manner
- Provide basic technical and product-related assistance to customers
- Follow up with customers regarding service requests, quotations, orders, and deliveries
- Coordinate with sales, technical, and service teams to resolve customer issues
- Maintain accurate records of customer interactions and support requests
- Track customer complaints and ensure timely resolution
- Follow up with customers after service or support to ensure customer satisfaction
- Assist customers with product usage, warranty, and service-related queries
- Escalate complex technical or service issues to the appropriate team
- Maintain professional and positive relationships with customers
- Collect customer feedback and share relevant insights with the management team
- Prepare regular reports on customer inquiries, complaints, and resolutions
- Ensure timely communication and follow-up with customers
- Support initiatives to improve overall customer satisfaction and service quality
- Bachelor's degree in Business Administration, Communications, Marketing, or a related field
- 1–3 years of experience in customer support, customer service, or a related role
- Excellent verbal and written communication skills
- Strong customer service and relationship management skills
- Ability to understand customer requirements and provide appropriate solutions
- Basic knowledge of electrical, battery, solar, or power backup products is an added advantage
- Good problem-solving and conflict-resolution skills
- Ability to handle multiple customer requests efficiently
- Familiarity with CRM software, customer support tools, or ticketing systems
- Basic knowledge of MS Office and Google Workspace
- Strong attention to detail and accurate record-keeping skills
- Patient, polite, and professional approach when communicating with customers
- Ability to work effectively with sales, technical, and service teams
- Good organizational and time-management skills
- Willingness to learn about new products and technologies
- Ability to work independently as well as part of a team