Customer Support Representative

What is a Customer Support Representative?

Customer Support / Service Representatives directly interact with customers through e-mail, online chat, in-person or telephone to help solve problems with company’s products and/or services or provide support and instructions. Customer Service Representatives are also responsible for customer satisfaction and ensuring that company’s name remains in good standing/reputation.

Customer Support Representative Duties

  • Resolve customer/owner issues in a timely manner and in line with the overall Company Guidelines.
  • Monitor the Customer Support queue.
  • Actively promote business service offerings and alternative solutions to customers where appropriate.
  • Log cases in CRM, ensuring tickets are regularly updated with all relevant information.
  • Take inbound customer calls and correspondence in line with department service targets and taking a First Time Fix approach to provide timely resolution.
  • Carry out detailed investigations (including remote access sessions) to resolve support cases.
  • Monitor job queues and take steps to resolve any alerted items.
  • Document all troubleshooting processes and actions performed to resolve cases within CRM.
  • To ensure written communication is processed and responses issued in accordance with targets set by the Customer Support Management Team.
  • Closely liaise with relevant Property Managers in order to ensure issues are resolved promptly and courteous and helpful responses are provided to customers and colleagues on an ongoing basis.
  • Ensure internal databases are updated accurately and regularly inclusive of any relevant documentation to be saved within the appropriate areas.

Common Skills and Requirements

Soft Skills:

Communication, Patience, Time Management, Charisma, Negotiation

Technical Skills:

Microsoft Office

Average Customer Support Representative Salary

€20,000 – €30,000 per year


Customer Support Representative CV Examples


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