Job description
Join Aurora Support Co., a fast-growing customer service leader delivering proactive support to a diverse client base. We are seeking a friendly problem-solver who thrives in a fast-paced environment and is passionate about creating exceptional customer experiences.
\nIn this role, you will be the first point of contact for customers via phone, email, and live chat, guiding them through inquiries, resolving issues, and turning challenges into moments of delight. You will collaborate with cross-functional teams to identify trends, suggest process improvements, and ensure customer success.
\nWhat you will do:
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- Provide timely and professional support to customers with empathy and clarity. \n
- Resolve product or service issues and strive for first-contact resolution. \n
- Document interactions accurately in the CRM and update customer records. \n
- Identify patterns and suggest improvements to processes, FAQs, and knowledge base. \n
- Collaborate with Sales, Operations, and Technical Support to resolve complex inquiries. \n
- Meet or exceed defined service level targets and quality standards. \n
- Assist in onboarding and training of new customer service teammates. \n
- Maintain up-to-date knowledge of products and policies. \n
Responsibility
- \n
- Provide timely and professional support to customers via phone, email, and live chat. \n
- Resolve product or service issues with empathy and clarity, ensuring first-contact resolution where possible. \n
- Document all interactions accurately in the CRM and update customer records. \n
- Identify patterns and suggest improvements to processes, FAQs, and knowledge base. \n
- Collaborate with Sales, Operations, and Technical Support to resolve complex inquiries. \n
- Meet or exceed defined service level targets and quality standards. \n
- Assist in onboarding and training of new customer service teammates. \n
- Maintain up-to-date knowledge of products and policies. \n
Qualification
- \n
- 2+ years of experience in professional customer service or support roles. \n
- Excellent verbal and written communication skills; active listening and empathy. \n
- Strong problem-solving and critical-thinking abilities. \n
- Proficiency with CRM software (e.g., Zendesk, Freshdesk) and common office tools. \n
- Ability to manage multiple inquiries simultaneously with strong time management. \n
- Comfort working in a fast-paced, target-driven environment. \n
- High school diploma required; Associate degree or higher preferred. \n
- Fluency in English; additional languages are a plus. \n