Customer Service Agent (225-805)

As a Customer Service Agent, you will be the frontline professional responsible for handling client interactions and ensuring a pleasant experience for every customer who reaches out. With your excellent communication and problem-solving skills, you will address customer issues promptly and accurately, maintaining high standards of service. You will play a key role in maintaining customer satisfaction and securing the company's reputation for outstanding service. Your duties will involve managing inquiries across multiple channels, resolving complaints, and providing information about products and services. The ideal candidate will have a warm, approachable demeanor, a calm disposition, and the ability to handle stressful situations while maintaining a positive attitude.

Responsibilities

• Respond promptly to customer inquiries via email, phone, or chat platforms.
• Identify and assess customers’ needs to achieve satisfaction consistently.
• Provide accurate, valid, and complete information using the right methods.
• Handle customer complaints, provide solutions, and follow up to resolve issues.
• Manage customer accounts, including updating necessary information as needed.
• Keep records of customer interactions and transactions systematically organized.
• Meet personal and team targets for quality and performance metrics regularly.
• Maintain a positive, empathetic, and professional attitude toward customers consistently.
• Follow communication procedures, guidelines, and policies without deviations.
• Communicate and coordinate effectively with colleagues and other departments.
• Conduct follow-ups to ensure resolution of past issues to customer satisfaction.
• Continuously improve through feedback and proactively seek learning opportunities.

Requirements

• Proven customer support experience or experience in a client service role is required.
• Strong phone contact handling skills and active listening abilities needed.
• Familiarity with CRM systems and practices would be advantageous.
• Customer orientation and ability to adapt/respond to different character types.
• Excellent communication and presentation skills are essential.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• High school diploma or equivalent; college degree preferred in related fields.