Customer Service Associate
hace 3 semanas
Our client is seeking an experienced Senior Customer Service Associate to support customer operations and serve as a key liaison between customers and internal Applications Engineering teams. This role is critical to ensuring high-quality service delivery, efficient case management, and consistent customer satisfaction.
Position Summary
The Senior Customer Service Associate will manage customer interactions across phone, chat, and email channels, while coordinating internal resources, tracking escalations, and ensuring timely resolution of all inquiries. The role also involves reporting, documentation, and identifying opportunities to improve customer support processes.
Key Responsibilities
- Manage customer interactions via phone, chat, and email with a professional and customer-centric approach
- Triage incoming requests and support tickets, prioritizing and allocating resources efficiently
- Track escalated cases and ensure timely resolution with clear and consistent customer communication
- Coordinate scheduling and support activities with Applications Engineers, including appointments and on-site support when required
- Conduct follow-ups to confirm resolution and customer satisfaction
- Prepare basic reports on recurring issues, trends, and service metrics
- Create, update, and maintain internal documentation such as SOPs, FAQs, and troubleshooting guides
- Identify opportunities for process improvement and collaborate with management to enhance efficiency and service quality
- Work cross-functionally with engineering and sales teams to deliver a seamless customer experience
Qualifications & Experience
- 7–10 years of experience in customer service or customer support roles, preferably within a technical or renewable energy environment
- Proven experience handling high-volume phone, chat, and email communications
- Strong organizational and multitasking capabilities
- Excellent written and verbal communication skills with a strong emphasis on professionalism and empathy
- Experience using ticketing systems (e.g., Zoho Desk or similar), CRM platforms, and basic reporting tools
- Demonstrated ability to document processes clearly and accurately
- Strong problem-solving skills and the ability to remain calm when managing escalations
Education
- High school diploma or equivalent required
- Bachelor's degree in a related field preferred
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