How to find and hire your firstdedicated customer support rep

GetH.I.R.E.D

So it may be time to hire your first customer support rep. But it’s di�cult to know what, where or how to look if you’ve not done this before.

Spending too much time on customer service meansyou can’t focus on growth, scaling and products.

Let us walk you through first hire.

Systems andelimination

Handlingapplications

Get ahead and learn when you should be hiring your next support agent

Hiring a support rep will help you:

Regain your focus! Ask yourself:

“Am I working in my business or on my business?”

Remember: Eliminate before you delegate

Eliminate time consuming interactions

Give your customers the expert attention they deserve

Scalable systems of support

“The best executive is one who has sense enough to pick good men to do what he wants done, and self-restraint enough to keep from

meddling with them while they do it.”

Theodore Roosevelt

But is it not just hire and o� they go?

Unfortunately not. If you don’t share your entire knowledge to your support team and give them the responsibility they need, you’re going to end up wasting your time, their time, and your customers' time. Get things done faster by delegating the infor-mation AND responsibility to your support reps.

Remember: Empower your support reps

You can grow through great service

“Having talented customer service representatives elevates your brand and

supports the most powerful form of marketing: word of mouth.”

Molly ReynoldsPresident of Public Relations,Trepoint

Customer support is an art, and the

people you employ need to enjoy it

and be passionate about it.

Customer support reps bring a unique flow

between your business and the

outside world.

Consider candidates with

volunteering experience - it

means they love helping people.

Get The Essential Guide to Hiring Customer Support Excellence

You can dream about having a great support team - or you can make it happen.

Check it out!

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The HIRED method will make sure you hire someone with the right skills and knowledge for your team.

If you look for these key personality traits, you’ll be sure to hire someone who you can trust to represent your brand and make your customers happy.

Honest

Your support rep shouldn’t have to lie to customers in order to resolve issues. They should have the skills and confidence to tell customers the truth about issues in a way that is helpful to resolving the situation.

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Problem solving should be your support rep’s forte. Not only should they be creative with how they solve customers’ problems, but they should have the foresight to spot a potential issue and tackle it before it becomes a problem.

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Respectful

Your support rep should be mindful to the fact that the customer has taken time to get in touch. They should aim to be as helpful and personable as possible while resolving the problem e�ciently.

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Empathetic

Your support rep should be able to empathise with all customers, even those who are angry or frustrated. They should make all customers feel listened to and understood, every time.

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Detailed

Your support rep should be observant, fastidious and able to get to the root of a problem quickly. They shouldn’t skip steps, or miss any information.

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Learn from the bestDraw some inspiration from some of the smartest hirers around.

“Delivering good customer service requires frontline workers to receive support from co-workers - in

e�ect, a chain reaction of teamwork that is consistent from beginning to end. And the chain of

assistance is only as strong as its weakest link.”

Richard BransonGlobal entrepreneur

"Invest in your team. At the end of the day, JetBlue is able to deliver award-winning customer service

because of the talented, passionate and committed crew members who truly believe in our values and

our mission, delivering on both each and every day.”

Phil MaJetBlue, Manager of Advertising

“The strategic decision that transformed my company [was] the decision to make the quality of

our service a competitive advantage and a distinguishing factor that would be recognized by

the general public.”

Isadore SharpFounder and Chairman,Four Seasons Hotels and Resorts

Grow your business through better customer service with Kayako, the unified customer service platform.

customer service

kayako.com

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