Looking for an online job right now? With how the economy is changing, it’s high time to be more flexible and adapt by choosing opportunities online. But if you don’t have any experience or you just want to start your career, what are the available options for you?
You can start as an email support representative!
What Do Email Support Representatives Do?
Not everyone has the time to talk over the phone or through chat. That’s why customers send an email for product inquiries and technical support. Email support representatives handle hundreds of emails with different client concerns.
They make sure that the client’s inquiries are resolved in a timely and respectful manner. In this way, they can ensure that customers are happy with the products they are using. Or maybe, it can even lead to sales.
Almost everyone knows how to send emails. But how do you set yourself apart? Here are 7 crucial skills to become an in-demand email support representative.
English Communication Skills
Most likely, you will be working with a foreign client with English as the primary language. You should be able to communicate well with proper grammar. You should construct simple paragraphs that your customers can understand.
In this way, the exchange of messages will be understood easily. And hopefully, it can lead to the resolution of the problem.
Problem Solving Skills
What does your client mean? As an email support representative, you should quickly pick up your client’s problems. And likewise, have the problem-solving skills to offer a solution to them.
Is it about a faulty product? How do they troubleshoot their items? Are they qualified for a refund? Be equipped with this crucial skill to ultimately help your customers with their needs.
Conversational Tone of Voice
Ever read a super formal email response? What is it engaging? Did you even understand their resolution? Not exactly.
Unless you’re working for a law firm or any highly formal environment, use a conversational tone in your emails. Take note. You’re talking to a person. It will set you apart if you talk to them like a person as well.
Be Careful With Your Punctuations
There’s a high risk of misunderstanding with online communication, especially pure text ones. After all, you don’t hear any voice tones, and you can’t even see the one you’re talking to. How can you catch their body language?
With this, be careful with your punctuations. Avoid using ALL CAPS AS IT MAY SHOW THAT YOU’RE ANGRY, even if you don’t have the intention.
Avoid using multiple exclamation points also. And depending on your company’s tone, you can even use proper emojis to show your appreciation or a good smiling mood 😁.
When you get hired as an email support representative, you will be trained and given a script for the most common concerns. But it doesn’t mean that you can’t tweak your response a little bit. Everyone hates talking to a robotic templated person.
With this, it’s time to personalize your responses. Depending on the conversation, how can you improve the structure that will make it more effective and close-to-heart? It might just be a simple tweak. But it can lead to a lasting impression for your client.
Sometimes, you won’t get all the details at once to resolve a situation. Some clients might even be annoying enough to go around in circles before saying their needs.
You have to be patient. Have the patience to ask leading and probing questions to pinpoint their real concerns. It will go a long way!
Not all customers came from heaven. Some are direct spawns from the netherworld with lashing words and spiteful tirades. What do you do then?
On top of your patience, you should have the empathy to understand where they are coming from. They are probably frustrated with figuring out their concerns. Or maybe they’re just having a plain bad day,
Do not, I repeat, do not snap on their messages. Respectfully answer their concerns regardless of their condescending tone. You’ll never know. This empathy might lead to a loyal customer in the long run.
Are you ready to become a sought-after email support representative? With the following skills above, you can surely be ahead of almost everyone.
If you’re looking for opportunities in this career, you can check out this link to find out more. Cheers!