We are in search of a talented Associate - Customer Support who will be responsible for assessing and fulfilling customer needs by exerting a great deal of knowledge, empathy and professionalism. Being a constant point of contact for customers, you have the opportunity to create and/or completely transform a customer’s experience with our company. For this reason, it is integral that you are friendly and well-informed in your approach. • Outstanding customer service skills, including the ability to maintain focus on the customer's issue in a fast-paced environment. • Ability to empathise with and prioritise customer needs; Identifying and fulfilling customer needs to achieve satisfaction. • Demonstrates interpersonal skills with a diverse customer base. • Demonstrates conflict resolution, negotiation, and de-escalation skills. • Demonstrates ownership of difficult customer issues, escalating as needed. • Ability to determine customer needs and provide appropriate solutions. • Maintain consistent and reliable attendance, including following the daily schedule as assigned. • Be flexible with the work schedule; weekends, holidays, and special events may be required. • Managing large amounts of incoming calls and email enquiries. • Answering detailed product and service questions. • Handling complaints, providing appropriate solutions and alternatives. • Keeping records of customer interactions, processing customer accounts and filing documents. • Reading and learning scripts. • Compiling reports on overall customer satisfaction. • Ability to work overtime if required by the company. Requirements • Strong written and verbal communication skills. • Confidence on the phone. • Basic data entry knowledge. • Ability to multitask, prioritise and manage time effectively. • Ability to retain and recall important information. • Capacity to work independently and proactively. • High aptitude for following communication guidelines, procedures and policies. • Effective problem-solving skills include decision-making, time management and immediate prioritisation of tasks as assigned. • Ability to approach problems logically and rationally. • Action-oriented, self-disciplined, Organised and detail-oriented. • Ability to quickly and effectively prioritise work time in various departments to meet business needs. • Knowledge of the ticket management system is a plus.