WHAT DOES A CUSTOMER SUPPORT AGENT DO?

Published: September 13, 2024 - The Customer Support Agent provides dedicated support to ensure optimal customer outcomes, applying extensive technical knowledge and process expertise. Responsible for issue reporting, triage, and risk assessment, while maintaining a deep understanding of Service Level Agreements to effectively diagnose and resolve customer incidents on first contact. Collaborates closely with Customer Success and Data Migration teams, alongside external business partners, to enhance service delivery and customer satisfaction across various platforms.

A Review of Professional Skills and Functions for Customer Support Agent

1. Customer Support Agent Duties

  • Customer Confidence: Create customer confidence through professional performance and exceptional commitment to customer care
  • Clear Communication: Convey information in a clear and concise way
  • Customer Experience: Deliver an excellent customer experience via Live Chat whilst handling any general enquiries or complaints
  • Compliance Adherence: Ensure all procedures, rules, and regulatory compliance standards are adhered to
  • Product Expertise: Maintain and share a high level of product expertise
  • Order Processing: Ensure orders are processed in a timely manner and customers are kept up to date on progress
  • Data Management: Update relevant spreadsheets and internal systems, and maintain accurate records of actions taken
  • Complaint Resolution: Troubleshoot and resolve routine customer complaints
  • Claim Processing: Process routine customer compensation and baggage claims
  • Travel Coordination: Process staff travel applications and administrate booking systems
  • Operational Liaison: Liaise with Operations daily regarding disruption and offer solutions and advice

2. Customer Support Agent Details

  • Booking Management: Handle customer bookings, enquiries, and complaints via telephone and email
  • Proactive Communication: Initiate contact with passengers and travel agents during advance flight disruption including schedule changes
  • Delivery Coordination: Responsible for contacting customers to set delivery dates and times in a professional manner
  • Customer Interaction: Answer phones and basic questions
  • Customer Service: Provide timely, accurate customer service
  • Multichannel Support: Help customers via a variety of channels including email, live chat, telephone, video call, and social media
  • Customer Education: Educate and support customers in how to get the best out of accounts and resolving any issues they may have
  • Customer Advocacy: Advocate for customers and champion continuous improvement
  • Performance Achievement: Meet KPIs as indicated by department manager
  • Coaching and Training: Be willing to go the extra mile to train, guide, and coach users and teammates with varying degrees of experience and knowledge
  • Cross-Departmental Collaboration: Effectively communicate and collaborate with departments, team members, clients, and end-users at varying levels of knowledge and experience

3. Customer Support Agent Responsibilities

  • Customer Support: Provide high touch support for customers
  • Technical Proficiency: Apply technical and service process knowledge to drive customer outcomes
  • Issue Management: Report, triage, and interpret issues and assess the risk of impact
  • SLA Understanding: Develop and maintain an understanding of customer Service Level Agreements
  • Problem Resolution: First-call diagnosis and resolution of customer problems and incidents where possible
  • Case Management: Assume ownership for the coordination, investigation, and documentation of customer cases and system incidents
  • Customer Satisfaction: Monitor cases and issues to resolution and follow up where appropriate to ensure customer satisfaction
  • Product Expertise: Maintain high level of product knowledge and case handling skills
  • Team Collaboration: Collaborate with Customer Success and Data Migration teams to support customer rollouts
  • Stakeholder Communication: Communicate with business partners such as but not limited to airports handling agents, airlines to support business requirements
  • Social Media Assistance: Assist with social media platforms, creating and updating posts

4. Customer Support Agent Accountabilities

  • Client Service Excellence: Represent the commitment to excellence in client service and solutions
  • Customer Satisfaction: Diligently focus on customer satisfaction and results-oriented communication with clients and end-users
  • Record Keeping: Maintain accurate records and documentation of client needs and challenges
  • Multimodal Communication: Communicate with clients and end-users via phone, chat, and email to solve challenges and provide necessary training and support related to products and services
  • Product Expertise: Research and test current and future releases to maintain expert knowledge of products and services and identify possible user challenges
  • Needs Identification: Identify client needs for professional services in addition to PMS
  • Relationship Building: Create relationships with clients and end-users to facilitate retention and cultivate the reputation
  • Team Collaboration: Collaborate with the Customer Support team to develop skills and knowledge of products, services, and potential solutions
  • Solution Research: Research reported challenges with relentless commitment to providing solutions
  • Issue Reporting: Report known issues, bugs, and enhancement requests through the proper channels to achieve timely solution implementation
  • Ticket Management: Organize, track and monitor open tickets to ensure resolution promptly

5. Customer Support Agent Functions

  • Game Knowledge: Learn the ins and outs of the mobile game to accurately assist players in their experience
  • Issue Investigation: Investigate the issues that arise for possible root causes and solutions by researching and testing
  • Tool Proficiency: Take initiative to learn how to use the tools and processes accurately
  • Empathetic Communication: Communicate with empathy and tact when working through customer requests
  • Task Prioritization: Recognize and prioritize important or urgent tasks
  • Solution Presentation: Present solutions in customer-facing terms
  • Relationship Building: Build strong relationships with customers
  • Review Responsiveness: Promptly respond to customers' reviews on the app store
  • Feedback Analysis: Identify trends in and share customer feedback
  • Time Management: Manage time effectively and adapt to ticket volume changes
Relevant Information
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