Customer Service Advisor (225-704)

The Customer Service Advisor plays a pivotal role in the relationship between the company and its clients, ensuring that customers receive the utmost satisfaction from the company’s products and services. As a frontline representative, you will handle incoming queries and provide accurate information and solutions responsibly and efficiently. Your duties will be performed primarily over phone calls, emails, or live chats while maintaining the professionalism and empathy that our brand is known for. You must have a strong understanding of the company’s offerings and the ability to think critically to resolve problems effectively. Additionally, you will be required to document inquiries and feedback, contributing to improving processes and enhancing customer experience. In this role, your contribution directly impacts customer loyalty and satisfaction, integral to the company’s success.

Responsibilities

• Respond promptly to customer inquiries and provide accurate information as needed.
• Identify and assess customers' needs to achieve satisfaction and loyalty.
• Manage large amounts of incoming calls, emails, and online chats effectively.
• Handle customer complaints, provide proper solutions, and follow-up to ensure resolution.
• Document all customer interactions comprehensively in the CRM system.
• Collaborate with management teams and provide actionable insights from customer feedback.
• Provide customers with detailed product/service information, as well as terms and policies.
• Build sustainable relationships and trust through open and interactive communication.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Analyze customer data and trends to suggest improvements to management.
• Continuously update your knowledge of company products and services.
• Assist in training new hires by sharing practical insights and helpful experiences.

Requirements

• Proven experience in a customer service role, preferably in a similar industry.
• Strong communication and interpersonal skills, both written and verbal.
• Ability to remain calm and sympathetic under pressure while resolving issues.
• Excellent problem-solving skills with a focus on customer satisfaction.
• Proficient in using CRM systems, telephony systems, and customer service software.
• Adept at prioritizing tasks in a fast-paced environment with minimal supervision.
• High school diploma or equivalent; additional qualifications will be advantageous.