Location: Multiple locations
Voice Support Advisor:
Customer Support: Provide assistance and support to customers via phone calls. This may include answering inquiries, resolving issues, and providing information about products or services.
Problem-Solving: Listen to customer concerns and issues, and work to find effective solutions or escalate more complex problems to higher-level support or management if necessary.
Communication Skills: Maintain a professional and courteous tone while effectively communicating with customers. This includes active listening and clear verbal communication.
Product/Service Knowledge: Develop a deep understanding of the products or services offered by the client and stay updated on changes or updates.
Documentation: Accurately document customer interactions and issue resolutions in a CRM (Customer Relationship Management) system.
Adherence to Policies: Follow company and client-specific policies and guidelines while providing support to customers.
Non-Voice Support Advisor:
Chat or Email Support: Provide customer support and assistance through written channels such as chat or email. This includes responding to customer inquiries, resolving issues, and providing information.
Written Communication Skills: Display strong written communication skills, including grammar, spelling, and clarity.
Problem-Solving: Similar to voice support, non-voice advisors should be adept at problem-solving and providing effective solutions to customer issues.
Customer Engagement: Maintain a professional and customer-focused approach while interacting with customers in written form.
Product/Service Knowledge: Understand and stay updated on the products or services offered by the client to provide accurate information and support.
Documentation: Thoroughly document customer interactions and issue resolutions in a CRM or ticketing system.
Adherence to Policies: Adhere to company and client-specific policies and guidelines, especially in written communication.
Customer Service Skills: Strong customer service skills are essential for both roles. Advisors must be empathetic, patient, and customer-focused to provide a positive customer experience.
Communication Skills: Clear and effective communication is crucial. In voice support, this includes verbal communication, while in non-voice support, it involves written communication. Advisors must be able to convey information clearly and professionally.
Problem-Solving: The ability to analyze customer issues, identify solutions, and resolve problems is a fundamental skill. Advisors should be resourceful and able to think on their feet.
Product/Service Knowledge: Advisors need to have a good understanding of the products or services offered by the client. This knowledge is essential for providing accurate information and support.
Active Listening: Advisors must be active listeners to fully understand customer concerns and needs. This skill is particularly important in voice support roles.
Multi-Tasking: Both voice and non-voice advisors may need to handle multiple customer inquiries or tasks simultaneously. Effective multitasking is valuable in managing workloads efficiently.
Empathy: Advisors should be able to put themselves in the customer’s shoes, understand their emotions, and respond with empathy and compassion.
Time Management: Managing time effectively is crucial to ensure that customer inquiries are addressed promptly and efficiently.
Documentation: Advisors need to document customer interactions accurately in a CRM system or ticketing system. This documentation is essential for tracking customer issues and resolutions.
Adaptability: The ability to adapt to changing situations, customer needs, and client-specific processes is important in a fast-paced customer support environment.
Additional Skills for Voice Support:
Verbal Communication: Voice support advisors need to have excellent verbal communication skills, including clear pronunciation, diction, and the ability to maintain a professional and courteous tone.
Active Speaking: They should be able to articulate solutions and information clearly over the phone and answer customer inquiries effectively.
Additional Skills for Non-Voice Support:
Written Communication: Non-voice support advisors need strong written communication skills, including grammar, spelling, and the ability to compose clear and concise messages.
Typing Skills: Proficiency in typing is essential to respond to customer inquiries promptly.
Email and Chat Etiquette: Understanding email and chat etiquette, such as appropriate greetings and sign-offs, is important for maintaining professionalism in written communication.