Customer Support Coordinator

CUSTOMER SUPPORT COORDINATOR

JOB SUMMARY

The Customer Support Coordinator assists with daily customer service operations, coordinates support requests, and ensures customers receive timely and effective assistance.

KEY RESPONSIBILITIES

1. Customer Support

• Respond to customer inquiries and assist with routine requests.
• Coordinate the resolution of customer issues and follow up as needed.

2. Support Coordination

• Assign and track customer support tickets and requests.
• Escalate complex issues to the appropriate team.

3. Records & Reporting

• Maintain accurate customer and support records.
• Prepare basic reports on support activities and service performance.

4. Process Support

• Follow customer service procedures and quality standards.
• Identify recurring issues and suggest improvements.

KEY PERFORMANCE INDICATORS (KPIs)

• Customer response and resolution times.
• Support ticket completion rate.
• Customer satisfaction.
• Accuracy of customer records.
• Timely escalation and follow-up.

QUALIFICATIONS

• Diploma or Bachelor’s degree in Business, Customer Service, Communications, or related field.
• 1–3 years of customer support or administrative experience.
• Strong communication and organizational skills.
• Basic knowledge of CRM and customer support tools.

ROLE EXPECTATIONS

• Coordinate customer support activities efficiently.
• Provide professional and timely customer assistance.
• Maintain accurate records and follow-ups.
• Support consistent and high-quality customer service.