Customer Service Advisor (voice process) (225-1009)

As a Customer Service Advisor focused on voice processes, you will be a crucial part of our customer service team, responsible for delivering excellent service and support to our clientele. You will address a variety of customer inquiries, provide assistance with products and services, and maintain high-quality standards in all interactions. The role is ideal for someone with exceptional communication skills, who thrives in a dynamic environment and is passionate about helping others. You'll handle customer concerns and queries via phone, ensuring resolutions that enhance customer satisfaction and foster long-term loyalty to the brand. Your input will be invaluable in maintaining the company's reputation and promoting a customer-centric approach, ultimately contributing to business success.

Responsibilities

• Respond promptly to customer inquiries over the phone in a professional manner.
• Identify customer needs and provide accurate information on products and services.
• Resolve customer complaints, ensuring customer satisfaction and issue resolution.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Document interactions and transactions in the CRM system for future reference.
• Collaborate effectively with team members to ensure consistent customer service standards.
• Keep up-to-date with industry trends and product knowledge to serve customers better.
• Manage multiple incoming calls and prioritize queries based on urgency and importance.
• Follow communication procedures, guidelines, and policies strictly and aptly.
• Assist with onboarding and training of new customer service team members.
• Engage in continuous training sessions to enhance personal and team development.
• Seek feedback from customers to improve service delivery and highlight potential areas for process improvements.

Requirements

• Proven customer service experience in a voice-based role is strongly preferred.
• Excellent verbal communication and interpersonal skills are essential for success.
• Ability to remain calm and composed even under high-pressure situations.
• Strong problem-solving skills and the ability to identify solutions quickly.
• Familiarity with CRM systems and practices for efficient case management.
• Flexibility to work in shifts, including weekends and holidays, as needed.
• A high school diploma or equivalent; post-secondary education is an asset.
• Basic computer literacy and proficiency in Microsoft Office applications.