The Customer Service Associate should be a motivated and customer-focused individual specializing in our SAAS product. In this role, you will be responsible for providing exceptional service to our customers, assisting them with technical issues, and ensuring their overall satisfaction. This is an entry-level position that offers excellent growth opportunities within our organization. 

 

 Duties & Responsibilities    

 Handle incoming customer inquiries and issues via phone, email, and chat, providing prompt and accurate responses 

Identify and troubleshoot technical problems reported by customers, working closely with more senior team members to resolve issues effectively 

Guide customers through product features and functionalities, explaining processes and providing step-by-step instructions 

Ensure high customer satisfaction by maintaining a friendly and professional demeanor, actively listening to customers' concerns, and taking appropriate actions to address them 

Document customer interactions, including details of inquiries, issues, and resolutions, in our customer relationship management (CRM) system 

Continuously expand product knowledge to stay up-to-date with new features and enhancements, enabling you to provide accurate and relevant information to customers. 

Identify opportunities for improvement in customer service processes and workflows, contributing to the enhancement of customer satisfaction and operational efficiency. 

Meet or exceed individual and team performance metrics, including response time, resolution time, and customer satisfaction ratings.