Customer Service Support Representative Omni  

We are seeking a dedicated and customer-focused Customer Service Support Representative to handle customer inquiries across multiple communication channels, including phone calls, live chat, and email. The ideal candidate will provide timely, accurate, and empathetic assistance while ensuring a positive customer experience. This role requires strong communication skills, technical troubleshooting abilities, and the capability to work efficiently in a fast-paced remote environment.

Key Responsibilities

• Respond to customer inquiries via phone calls, live chat, and email in a professional, friendly, and timely manner.
• Resolve customer concerns efficiently, with a focus on first-contact resolution.
• Provide technical support and troubleshoot customer issues as needed.
• Accurately document customer interactions and maintain updated records in CRM and support systems.
• Escalate complex concerns to the appropriate department or team when necessary.
• Meet and maintain service level targets for response times, resolution rates, and customer satisfaction.
• Contribute to process improvements by providing feedback and recommending enhancements.
• Adhere to company policies, procedures, and quality standards.

Qualifications

Education

• Senior High School graduate or higher.

Experience

• Minimum of 2 years of experience in a BPO or customer service environment.
• Experience working in onsite, hybrid, and remote setups is preferred.
• Proven experience handling customer interactions through phone, chat, and email support channels.

Technical Skills

• Strong background in technical support and troubleshooting.
• Ability to navigate web-based tools, CRM platforms, and support systems.
• Familiarity with phone dialer systems such as Aircall and chat/email support platforms.
• Willingness to learn and adapt to new tools and technologies.

Competencies

• Excellent written and verbal English communication skills.
• Strong interpersonal and customer service skills.
• Ability to remain professional and empathetic when handling challenging situations.
• Strong problem-solving and critical-thinking abilities.
• Detail-oriented with excellent organizational and multitasking skills.
• Adaptable and capable of thriving in a fast-paced environment.

Work Requirements

• Must own a personal computer with at least an Intel Core i5 processor (or equivalent) or higher.
• Reliable high-speed internet connection suitable for remote work.
• Noise-cancelling headset/headphones for clear communication during calls.