Customer Support Coordinator

Role Overview

The client is looking for a proactive Customer Support Coordinator who is customer-oriented and will act as the initial contact for customer questions, helping maintain a consistently high level of service.

Key Responsibilities

• Act as the main point of contact for incoming customer queries across phone, email, and chat.
• Share clear and accurate details about products, services, and company policies.
• Investigate customer concerns and resolve them efficiently and professionally.
• Route complicated cases to the relevant team or department when needed.
• Work closely with internal teams such as sales, logistics, and technical support to speed up issue resolution.
• Keep current with product changes, service updates, promotions, and system enhancements.
• Log customer interactions and maintain accurate records in the CRM platform.
• Track open support tickets and follow through until each issue is closed.
• Spot recurring customer feedback trends and share them with management.
• Help improve support documentation, FAQs, and self-service materials for customers.

Qualifications

• A high school diploma or an equivalent qualification is required; an associate or bachelor’s degree is an advantage.
• Applicants should have 0 to 3 years of experience in customer support, service coordination, or a comparable role.
• Strong verbal and written communication skills, along with good people skills, are essential.
• Prior use of Microsoft Office and CRM tools such as Salesforce, Zendesk, or HubSpot is preferred.
• Excellent planning skills and a strong eye for detail are needed.
• The ability to juggle several tasks in a busy, fast-moving environment is important.
• A positive mindset and a problem-solving approach with a strong focus on customer satisfaction are expected.

Preferred Skills

• Ability to communicate in more than one language.
• Exposure to helpdesk or ticket management tools.