Customer Support Coordinator

Job Description Build and maintain strong relationships with clients to ensure satisfaction and retention. Provide solutions to client challenges and maximize account value. Monitor account performance and prepare regular progress reports for stakeholders.

Required Skills & Qualification

Excellent Communication Skills – Clear verbal and written communication with customers and teams.
Customer Service Orientation – Empathy, patience, and focus on customer satisfaction.
Problem-Solving & Conflict Resolution – Ability to resolve complaints and handle escalations calmly.
CRM & Ticketing System Knowledge – Familiarity with tools like Zendesk, Freshdesk, or Salesforce.
Time Management & Multitasking – Handling multiple inquiries efficiently.
Team Coordination – Supporting and guiding team members, ensuring smooth workflow.
Adaptability & Stress Management – Staying composed and flexible under pressure.

Job Responsibilities

Manage Customer Inquiries – Handle customer queries via phone, email, or chat and ensure timely resolution.
Coordinate Support Team Activities – Assign tickets, monitor workloads, and support team members to maintain service quality.
Maintain Customer Records – Update and manage CRM/ticketing systems with accurate customer information and case details.
Track & Report Performance – Monitor service metrics (response time, resolution rate, customer satisfaction) and prepare reports for management.
Ensure Customer Satisfaction – Follow up on unresolved cases, escalate complex issues, and maintain strong customer relationships.