Customer Service Representative (225-827)

A Customer Service Representative is a vital link between a company and its clients. This role involves handling inquiries, providing information about products and services, and resolving any emerging issues that customers might face with accuracy and efficiency. The ideal candidate will be patient, empathetic, and passionately communicative, possessing the knack for customer engagement. Focused on customer-centric solutions, a Customer Service Representative is tasked with ensuring customers’ satisfaction through effective service provision. They play a key role in establishing and maintaining customer loyalty, adhering to the company's objectives, and elevating the overall customer experience to new heights.

Responsibilities

• Respond to customer inquiries and resolve issues through various communication channels.
• Provide accurate, valid, and complete information using the right methods and tools.
• Identify and assess customers’ needs to achieve satisfaction continuously.
• Build sustainable relationships of trust through open and interactive communication.
• Handle complaints, provide appropriate solutions and alternatives within the time limits.
• Follow up to ensure that the appropriate actions were taken on customer requests.
• Keep records of customer interactions, transactions, and feedback accurately.
• Communicate effectively with internal departments to address customer issues swiftly.
• Meet personal and team qualitative and quantitative targets consistently.
• Assist in training and mentoring newly recruited team members as needed.
• Recognize opportunities to upsell or cross-sell additional products or services.
• Participate in team meetings and contribute to the team’s overall knowledge base.

Requirements

• Proven customer support experience or experience as a client service representative.
• Proficiency in English with excellent oral and written communication skills.
• Strong phone contact handling skills and active listening abilities.
• Familiarity with CRM systems and practices is advantageous.
• Customer orientation and ability to adapt/respond to different types of characters.
• Proficient in multitasking, prioritization, and time management in dynamic environments.
• A high school degree; additional qualifications will be a plus.