Customer Service Representative (225-722)

The Customer Service Representative is the frontline of our organization, responsible for ensuring a positive interaction experience for our clients. As a critical member of our customer support team, you will be tasked with addressing customer inquiries, resolving complaints, and providing information about our products and services. You will work in a dynamic and fast-paced environment where your skills in problem-solving and communication will be crucial to maintaining customer satisfaction and loyalty. A keen attention to detail and the ability to handle various customer concerns with empathy and efficiency are vital. If you enjoy working with people and are motivated by helping others, this is an excellent opportunity to grow your career with our company.

Responsibilities

• Respond promptly to customer inquiries via phone, email, and chat platforms.
• Identify and assess customers’ needs to provide suitable solutions for their concerns.
• Collaborate with the internal team to handle requests and escalate issues as needed.
• Manage multiple communication channels to support and assist customer queries effectively.
• Provide accurate, valid, and complete information by using the right methods or tools.
• Meet personal and team targets for customer satisfaction and efficiency performance metrics.
• Build sustainable relationships and trust with customer accounts through open communication.
• Keep detailed records of customer interactions and follow up to ensure resolution.
• Assist customers in navigating our website and using digital service offerings.
• Follow communication procedures, guidelines, and policies to maintain consistency in service.
• Stay updated on product knowledge and service changes to provide informed assistance.
• Handle customer complaints, provide appropriate solutions, and follow up to ensure resolution.

Requirements

• Proven customer support experience or experience as a client service representative.
• Strong phone contact handling skills and active listening abilities are essential.
• Familiarity with CRM systems and practices to manage customer data efficiently.
• Customer orientation and ability to adapt/respond to different types of characters.
• Excellent communication and presentation skills, both verbal and written.
• Ability to multitask, prioritize, and manage time effectively within a busy environment.
• High school diploma or equivalent; college degree preferred for advancement opportunities.