Customer Service Advisor (voice process) (225-822)

The role of a Customer Service Advisor in a voice process setting is crucial for ensuring excellent customer experiences and satisfaction. As a Customer Service Advisor, you will be the primary point of contact for customers, handling inquiries, resolving issues, and providing information on products and services via telephone conversations. This position requires excellent communication skills, a patient attitude, and a passion for helping others. Successful candidates will have the ability to work in a fast-paced environment, effectively manage a variety of tasks, and demonstrate a high degree of empathy and problem-solving skills. The ideal candidate will be customer-focused, detail-oriented, and capable of providing consistent, high-quality service.

Responsibilities

• Respond promptly to customer inquiries and provide accurate information in a friendly manner.
• Handle customer complaints with patience, providing suitable solutions and alternatives.
• Maintain a clear understanding of the company’s products, services, and policies.
• Record detailed information of customer interactions and transactions accurately.
• Follow up on customer interactions to ensure their needs have been fully met.
• Ensure timely resolution of customer issues to enhance service efficiency.
• Identify and escalate priority issues to the appropriate departments for resolution.
• Build sustainable relationships of trust through open and interactive communication.
• Continuously improve personal skills through attending training and development sessions.
• Collaborate with team members to ensure consistency and seamless service delivery.
• Meet personal and team qualitative and quantitative performance targets.
• Provide feedback to management on potential improvements to customer service processes.

Requirements

• Proven customer support experience in a call center or voice process setting.
• Strong phone communication skills along with active listening abilities.
• Familiarity with CRM systems and practices is a plus.
• Customer-oriented attitude with the capability to adapt/respond to different personalities.
• Excellent written and verbal communication skills are required.
• Ability to multi-task, prioritize, and manage time effectively within deadlines.
• A high school diploma or equivalent certification is mandatory; a bachelor's degree is preferred.