What does a Customer Support Representative do?
Published 3 min read
A customer support representative is a professional who helps customers with questions or problems they may have with a product or service. They may work in a call center, or be responsible for providing customer support through email or live chat. Customer support representatives must be able to effectively communicate with customers and resolve their issues in a timely manner.
Customer Support Representative job duties include:
- Answer incoming customer calls and take appropriate action
- Respond to customer inquiries via chat, email, or social media
- Log all customer interactions in the company CRM
- Update customer records in the CRM as needed
- Follow up with customers after initial interaction
- Escalate customer issues to supervisors or managers as needed
- Research solutions to customer problems
- Train new customer support representatives
- Stay up-to-date on company products and services
Customer Support Representative Job Requirements
Most companies require customer support representatives to have a high school diploma, although some may prefer applicants with some college experience or a bachelor's degree. Many organizations also require customer support representatives to be certified in CPR and first aid. Some companies may also require customer support representatives to have prior experience working in customer service.
Customer Support Representative Skills
- Communication
- Patience
- Empathy
- Active Listening
- Conflict Resolution
- Time Management
- Customer Service
- Technical Support
- Microsoft Office
- Sales
- Upselling
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How to become a Customer Support Representative
A Customer Support Representative is a professional who helps customers with questions or problems they may have with a product or service. They are the first point of contact for customers and are responsible for providing excellent customer service.
To become a Customer Support Representative, you will need to have strong communication and customer service skills. You should be able to remain calm under pressure and have the ability to resolve customer issues in a timely and efficient manner. Additionally, it is important to be knowledgeable about the products or services you will be supporting.
If you have the necessary skills and qualifications, you can apply for a Customer Support Representative position at a company of your choice. Once you are hired, you will undergo training on the specific products or services you will be supporting. After completing training, you will be ready to provide excellent customer support!
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