Customer Service Advisor (voice process) (225-716)

Join our dynamic team as a Customer Service Advisor dedicated to delivering exceptional voice-based support to our valued customers. As the first point of contact, you will play a pivotal role in enhancing the customer experience by managing inquiries and resolving any concerns with a friendly and professional demeanor. Your ability to communicate effectively will be critical in addressing customer needs, providing information, and finding solutions promptly. We are looking for individuals who possess excellent interpersonal skills, a strong sense of empathy, and a passion for helping others. If you thrive in a fast-paced environment and enjoy working within a team-focused culture, this role is the perfect opportunity for you to leverage your customer service expertise.

Responsibilities

• Handle inbound and outbound voice calls from customers with professionalism.
• Resolve customer issues efficiently while maintaining a high level of accuracy.
• Identify and escalate any complex inquiries to the appropriate department.
• Document detailed information of customer interactions in the CRM system.
• Provide product and service support to enhance customer satisfaction.
• Offer appropriate solutions and alternatives within the set time limits.
• Stay up-to-date with product knowledge to ensure accurate information delivery.
• Following company protocols to maintain customer information confidentiality.
• Support continuous improvement efforts to enhance service delivery quality.
• Participate in regular training and development sessions to improve skills.
• Maintain a positive, empathetic, and professional attitude towards customers.
• Work collaboratively with team members to ensure comprehensive service delivery.

Requirements

• Proven experience in a customer service role, preferably in a voice process.
• Excellent verbal communication skills with a neutral accent.
• Ability to handle a high volume of calls in a fast-paced environment.
• Strong problem-solving skills with attention to detail and accuracy.
• Proficiency in using CRM software and systems for managing interactions.
• Ability to work flexible shifts including evenings, weekends, and holidays.
• High school diploma or equivalent; a bachelor's degree is desirable.
• Patience and the ability to remain calm under pressure.
• Strong organizational skills to manage multiple tasks effectively.
• Commitment to continuous learning and personal development.