Customer Service Representative 05J26

As a Customer Service Representative, you will be at the frontline of customer interaction, responsible for providing exceptional service and support to our valued clients. Your role is pivotal in addressing customer inquiries, resolving issues, and ensuring customer satisfaction. You'll serve as a liaison between our customers and other departments within the company to achieve quick and effective resolutions. This position requires excellent communication skills, a friendly attitude, and the ability to handle challenging situations with grace and efficiency. Whether assisting customers over the phone, via email, or in person, your goal is to enhance the customer experience by providing top-notch service.

Responsibilities

• Respond promptly to customer inquiries through various channels including phone and email.
• Maintain a positive, empathetic, and professional attitude towards customers at all times.
• Identify and assess customers’ needs to achieve satisfaction and resolve their issues swiftly.
• Provide accurate, valid, and complete information by using the right tools and processes.
• Handle customer complaints, provide appropriate solutions, and follow up to ensure resolutions.
• Document customer interactions, actions taken, and detailed notes in the system.
• Collaborate with colleagues and relevant departments to provide seamless customer service.
• Meet personal and team sales/customer service targets and call handling quotas.
• Keep records of customer interactions, process customer accounts, and file documents.
• Follow communication procedures, guidelines, and policies to ensure consistency.
• Act as a product/service expert to help customers gain the most from their experience.
• Suggest improvements or changes to processes for increased efficiency and satisfaction.

Requirements

• Proven customer support experience or experience as a Client Service Representative.
• Strong phone contact handling skills and active listening capabilities.
• Familiarity with CRM systems and practices for effective resolution management.
• Customer orientation and ability to adapt/respond to different types of characters.
• Excellent communication and presentation skills with attention to detail.
• Ability to multi-task, prioritize, and manage time effectively in a fast-paced environment.
• High school diploma required; additional qualifications or certifications will be a plus.