Customer Support Representative

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Job Overview:

We are a leading UI/UX design agency seeking a dedicated and proactive Associate Customer Support Representative (CSR) to join our customer service team. As an Associate CSR, you will act as the first point of contact for our valued clients, providing support primarily via live chat, email, and other communication channels. You will be responsible for delivering timely, accurate, and empathetic responses to client inquiries, ensuring exceptional customer satisfaction and contributing to our agency's overall success.

Customer Support via Live Chat & Email:

1. Professionally handle customer inquiries, complaints, and service requests through live chat and email.
2. Provide courteous, prompt, and knowledgeable support to clients and project stakeholders.

Client Onboarding Assistance:

1. Assist new clients by explaining agency processes, onboarding procedures, and communication channels.
2. Provide resources like FAQs, knowledge-base guides, or onboarding tools.
3. Troubleshoot and resolve basic technical and account-related issues related to UI/UX projects.
4. Identify customer pain points and escalate critical or complex issues to appropriate teams, ensuring resolution within specified SLAs.

Product & Service Information:

1. Educate clients on our UI/UX design services, project workflows, timelines, and deliverables.
2. Recommend suitable design services or packages tailored to client requirements.

Documentation & Reporting:

1. Log and maintain detailed records of client interactions, support tickets, and resolution outcomes using the company's CRM tools (e.g., Zoho or custom systems).
2. Provide weekly reports on client concerns, trends, and feedback to management to drive service improvements.

Customer Follow-Up & Satisfaction:

1. Proactively follow up on client issues and ensure their satisfaction post-resolution.
2. Send periodic feedback surveys to assess customer experience and gather actionable insights.

Project Updates & Collaboration with Design Team:

1. Efficiently relay client requirements and project specifications to the design team, ensuring that these are clearly understood and promptly acted upon.
2. Collaborate with the design team to gather timely project updates and communicate them to clients.
3. Ensure project timelines, workflows, and deliverables are met and align with client expectations.

Collaboration with Teams:

1. Liaise directly with the design team to gather updates on project progress and communicate them effectively to clients, ensuring transparency and alignment.
2. Provide customer feedback to improve service delivery and workflows.
3. Stay updated with industry trends, design processes, and company service offerings.
4. Regularly contribute to improving internal support documentation, FAQs, and processes.

Experience:

1. 1–2 years of relevant experience in a Customer Support role, preferably in a design agency, SaaS company, or service-based business.

Minimum Qualifications:

1. Bachelor's degree in Computer Science, IT, Business Administration, or a related field.

Key Skills:

1. Excellent written and verbal communication skills in English.
2. Proficiency in live chat and email support tools.
3. Strong problem-solving and troubleshooting abilities.
4. Basic knowledge of UI/UX design concepts and tools is a plus.
5. Ability to multi-task, prioritize tasks, and meet deadlines.
6. Team player with excellent interpersonal and collaboration skills.

Technical Proficiency:

1. Familiarity with tools like Slack, ClickUp, or other project management platforms.
2. Basic understanding of WordPress, web design, or design deliverables will be considered a bonus.

Soft Skills:

1. Customer-centric mindset and a proactive attitude.
2. Patience, empathy, and active listening skills to address client concerns effectively.
3. A detail-oriented approach with strong organizational skills.

Seniority level: Entry level

Employment type: Full-time

Industries: Design Services