Customer Support Agent Level1

Diversity and Equal Opportunity

Oxiliry is committed to diversity and equal opportunity in the workplace. As part of this commitment, we invite applicants to self-identify if they have a disability. Providing this information is voluntary and will not affect your application for employment opportunities.

About the Group: Oxiliry is a trusted business process outsourcing partner, providing quality resources and delivering scalable, efficient, and innovative solutions to empower businesses globally. Committed to excellence, we streamline operations to drive profitability, foster sustainable growth, and build lasting partnerships for success.

About the Business Unit:
Triage: The Customer Support (Triage) Team acts as the bridge between clients and internal departments, ensuring that all inquiries and issues are properly validated, prioritized, and routed for resolution. The team focuses on delivering timely, accurate, and empathetic support while driving process improvements and enhancing overall customer satisfaction.

Key Responsibilities:
● Respond to customer inquiries via ticketing systems, email, or chat promptly and professionally.
● Troubleshoot and resolve issues independently; escalate complex cases as needed.
● Maintain and update internal documents, reports, workflows, and knowledge base content.
● Follow communication templates(Macros), processes, and quality standards.
● Achieve individual performance targets including response time, resolution rate, and customer satisfaction scores.
● Identify recurring issues, gather customer feedback, and provide insights to improve products and services.
● Ensure professionalism, empathy, and a positive customer experience in every interaction.
● Collaborate with other teams to ensure timely resolution of customer requests.
● Any tasks assigned from the Supervisor/Manager.

Skills:
● Strong verbal and written communication skills, with active listening and presentation abilities.
● Analytical thinking and problem-solving skills, with attention to detail.
● Proficiency in CRM/ticketing tools, AI tools, MS Excel, Google Sheets, and basic SQL.
● Ability to work under pressure, manage multiple tasks, and meet deadlines.
● Proactive, reliable, and self-motivated, with a positive attitude and team-oriented mindset.
● Strong organizational, multitasking, and time-management skills.
● 1 year of experience in customer support, call center, or client-facing roles.
● Bachelor’s degree in Business Administration, IT, or related field.