Customer Support Coordinator

Job Summary : The Call Buster is a key frontline role responsible for taking and resolving customer calls during US support hours but subject to rotational. This position requires strong problem-solving abilities, excellent customer service skills, and proficiency in using Zendesk to document and address issues effectively. Key Responsibilities : 1. Call Handling : o Serve as the first point of contact for customers, addressing inquiries, complaints, and issues. o Engage customers professionally and keep them informed while resolving their concerns. o Escalating to right support team according to priority of the issue 2. Issue Diagnosis : o Ask relevant and detailed questions to drill down and identify the root cause of customer issues and address the ticket to relevant support team. o Provide appropriate solutions or escalate complex issues as needed. 3. Zendesk Operations : o Utilize Zendesk for tracking, documenting, and resolving customer cases efficiently. o Maintain accurate and thorough records of all interactions. 4. Customer Service : o Deliver exceptional customer experiences by maintaining a friendly and empathetic tone. o Ensure customers feel valued and engaged throughout the interaction. 5. Night Shift Availability : o Work exclusively during the night shift but subject to rotational, providing uninterrupted support to customers. 6. Continuous Improvement : o Stay updated on company policies, products, and services to provide accurate information. o Contribute to improving customer support processes through feedback and insights.

Requirements

Qualifications :

• Education : High school diploma or equivalent; additional certifications in customer service or Zendesk are a plus.
• Experience : 1-2 years in customer service or a similar role, preferably with night shift experience.
• Skills : o Proficiency in using Zendesk or similar CRM tools. o Strong verbal and written communication skills in fluent English. o Ability to document interactions and resolutions clearly and accurately. o Excellent questioning skills to diagnose issues effectively. Key Competencies :
• Customer-focused approach with the ability to keep customers engaged.
• Strong problem-solving and critical-thinking abilities.
• Attention to detail in documenting and following up on issues.
• Adaptability to work in a fast-paced and challenging environment.