Customer Care Agent (225-724)

As a Customer Care Agent, you are the frontline support for our valued customers, representing our brand with professionalism, empathy, and efficiency. In this role, you’ll interact with customers via phone, email, and chat to address their inquiries, resolve issues, and deliver an outstanding customer experience. Your role is critical as you help to retain our customers and ensure their satisfaction. We are looking for someone committed to providing exceptional service, someone who is both a team player and a stellar individual contributor, thriving in a fast-paced environment. You should possess excellent communication skills, a knack for problem-solving, and a passion for helping others.

Responsibilities

• Respond promptly to customer inquiries through various communication channels including phone, email, and chat.
• Identify and assess customers' needs to achieve satisfaction and trust in our services.
• Manage and resolve customer complaints with empathy and a problem-solving mindset.
• Provide product and service information with clear and precise communication techniques.
• Guide customers through the troubleshooting process for common issues related to our products.
• Maintain customer records by updating account information according to company policies.
• Collaborate with team members and cross-departments to enhance customer experience.
• Meet personal and team qualitative and quantitative targets consistently.
• Attend training sessions to stay updated on product information and customer service skills.
• Follow communication procedures, guidelines, and policies thoroughly in all interactions.
• Provide feedback on the efficiency of the customer service process to management.
• Escalate unresolved issues to the appropriate internal teams or technical support as necessary.

Requirements

• High school diploma or equivalent; further education or experience in customer service is a plus.
• Proven customer support experience or experience as a Client Service Representative.
• Strong phone handling skills and active listening capabilities are essential.
• Familiarity with CRM systems and practices will be considered an asset.
• Excellent communication and presentation skills, both verbal and written.
• Ability to multi-task, prioritize, and manage time effectively in a fast-paced environment.
• Customer orientation and the ability to adapt/respond to different types of characters.