Customer Service Advisor (225-816)

The Customer Service Advisor plays a pivotal role in ensuring that customers receive top-notch service and support, fostering loyalty and satisfaction within our clientele. This role acts as the first point of contact for customer queries and issues, providing resolutions, guidance, and communication that adhere to company standards and values. The ideal candidate will possess strong problem-solving skills, empathy, and a customer-centric approach, allowing them to effectively handle and resolve varying levels of customer concerns. With the growing diversity and complexity of customer needs, our Customer Service Advisors are trained to maintain a high level of patience and professionalism, have a keen understanding of our product offerings, and are skilled in using various communication tools to enhance the customer experience.

Responsibilities

• Respond promptly and accurately to customer inquiries via phone, email, and chat.
• Provide enthusiastic and detailed information about products and services offered.
• Handle and resolve customer complaints to ensure high satisfaction levels.
• Document all customer interactions and maintain customer account details accurately.
• Collaborate with the team and other departments to resolve escalated issues.
• Identify and escalate issues requiring further investigation or resolution.
• Stay updated with product knowledge to answer customer questions effectively.
• Guide customers in troubleshooting product or service-related issues.
• Monitor customer feedback and suggest improvements to products or procedures.
• Conduct follow-up communications to ensure customer satisfaction and retention.
• Participate in training sessions to improve service delivery and customer handling skills.
• Contribute to achieving team and individual customer service performance goals.

Requirements

• High school diploma or equivalent; Bachelor's degree is a plus.
• Proven experience in a customer service or similar role preferred.
• Strong communication skills, both verbal and written, are essential.
• Excellent problem-solving skills and an empathetic approach to customer issues.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Proficiency in using customer service software and Microsoft Office applications.
• Strong attention to detail and ability to retain product information quickly.
• Flexibility to work various shifts including evenings, weekends, and holidays.