Customer Service Specialist  (225-1013)

As a Customer Service Specialist, you will be the front-line representative for our company, playing a critical role in ensuring our customers receive an exceptional experience. Your main responsibility is to address and resolve customer inquiries and issues promptly and professionally. You will need to be adept at using various communication channels such as phone, email, and chat to assist customers. Furthermore, maintaining a high standard of communication and service will be essential to uphold our company's reputation for outstanding support. In this role, your empathy, attention to detail, and problem-solving skills will be vital, as you will be working to enhance customer satisfaction and foster loyalty.

Responsibilities

• Respond promptly to customer inquiries via phone, email, and chat services.
• Identify and assess customers' needs to ensure satisfaction and retention.
• Provide accurate information and solutions by using effective problem-solving skills.
• Handle customer complaints, provide appropriate solutions, and follow up to ensure resolution.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Collaborate with team members to improve customer service processes and enhance satisfaction.
• Keep records of customer interactions, transactions, comments, and complaints systematically.
• Assist with processing orders, forms, applications, and other service requests.
• Meet personal and team customer service targets and call handling quotas.
• Contribute to team meetings and provide insights based on customer feedback.
• Stay up-to-date with product knowledge to provide informed support to customers.
• Identify trends in customer service requests and recommend process improvements.

Requirements

• Proven customer support or client service experience is required for this role.
• Strong phone contact handling skills and active listening abilities.
• Familiarity with CRM systems and practices is advantageous.
• Ability to multi-task, prioritize, and manage time effectively under pressure.
• Excellent communication and presentation skills are necessary for success.
• Ability to adapt and respond to different types of customers and scenarios.
• High school diploma or equivalent, with tertiary education preferred.