Customer Service Agent (225-905)

As a Customer Service Agent, you will be the frontline ambassador of our company, responsible for delivering exceptional service to our clients. This role requires an individual with excellent communication skills, patience, and a keen ability to solve problems. You will interact with customers through various channels, including phone, email, and live chat, ensuring that customer inquiries and complaints are addressed promptly and efficiently. Your ability to handle difficult situations with grace and professionalism will help maintain our company's reputation for excellence in customer service. If you’re passionate about helping others and thrive in a dynamic environment, we would love to hear from you.

Responsibilities

• Provide timely and professional responses to customer inquiries via phone, email, and chat.
• Resolve customer complaints and issues efficiently to ensure satisfaction.
• Maintain accurate records of customer interactions in our CRM system.
• Identify customer needs and provide appropriate solutions or alternatives.
• Follow communication procedures, guidelines, and policies during customer interactions.
• Build sustainable relationships of trust through open and interactive communication.
• Update customer information in the database as required for tracking and support purposes.
• Assist with the onboarding and training of new customer service team members.
• Collaborate with other departments to resolve persistent or complex issues.
• Monitor and report on customer feedback to inform product and service improvements.
• Meet personal and team performance targets for speed, accuracy, and quality.
• Keep abreast of company products, services, and policies to provide informed support.

Requirements

• Previous experience in a customer service or related field preferred.
• Excellent verbal and written communication skills are essential.
• Strong conflict resolution and problem-solving abilities are required.
• Proficiency in using CRM software and other customer service tools.
• Ability to multi-task, prioritize, and manage time effectively.
• High school diploma or equivalent; college degree is an advantage.
• Ability to work in shifts and adapt to changing schedules as needed.