Customer Service – Virtual Assistant (225-727)

The role of a Customer Service Virtual Assistant is pivotal in ensuring seamless interactions between a company and its clients. As the face and voice of the organization, the virtual assistant is responsible for managing client inquiries, resolving complaints, and providing timely, accurate information to customers. This position is well-suited to individuals who are self-motivated, organized, and exceptional communicators. By working closely with the customer service team, virtual assistants help in maintaining high levels of customer satisfaction by delivering exceptional support. Whether it’s through phone, email, or chat, the role demands a customer-first mindset to ensure that every interaction adds value and enhances the customer experience.

Responsibilities

• Respond promptly to customer inquiries via phone, email, or chat platforms.
• Manage and resolve customer complaints in a professional manner.
• Provide accurate, valid, and complete information utilizing appropriate tools.
• Follow communication procedures, guidelines, and policies accurately.
• Manage a large volume of inbound and outbound calls regularly.
• Build sustainable relationships of trust through open and interactive communication.
• Keep detailed records of customer interactions, transactions, and comments.
• Meet personal and team qualitative and quantitative targets consistently.
• Collaborate with other team members to improve customer service experience.
• Identify and assess customers’ needs to achieve satisfaction effectively.
• Handle product recalls, process orders, and manage renewals efficiently.
• Stay updated on product knowledge to always provide accurate information.

Requirements

• Proven customer support experience or experience as a client service representative.
• Strong phone contact handling skills and active listening ability.
• Familiarity with CRM systems and customer service practices.
• Excellent communication and presentation talents, both oral and written.
• Possess the ability to multitask, prioritize, and manage time effectively.
• Passionate about customer service and adept at conflict resolution techniques.
• High school diploma or equivalent; a college degree in related fields is a plus.