Customer Service Representative
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Job Description
Customer Service Representative handling customer inquiries and transactions in a remote environment. Providing exceptional service and ensuring compliance with company policies and KPIs.
Responsibilities:
- Respond to incoming customer calls promptly and courteously to ensure a positive service experience
- Process customer transactions, including payments, refunds, and account updates, with accuracy and professionalism
- Accurately document customer interactions, transactions, and relevant data in the system to maintain high data integrity
- Address customer questions, troubleshoot issues, and escalate complex cases when necessary to ensure timely and effective resolution
- Provide clear and accurate information regarding products, fare media, programs, and related services
- Ensure compliance with company policies, regulatory requirements, and internal procedures, including proper recordkeeping
- Meet or exceed established KPIs, including call handling time, first-call resolution, and transaction accuracy, while maintaining superior service quality
Requirements:
- High school diploma or equivalent required
- Previous customer service experience, preferably in a call center, retail, or high-volume service environment, is strongly preferred
- Strong communication, problem-solving, and interpersonal skills with the ability to manage challenging situations professionally
- Proficiency in computer systems and data entry; experience using CRM or call center platforms is a plus
- Availability to work extended hours, weekends, or holidays based on business needs
Benefits:
- Employee
- Inclusive workplace
- Equal Opportunity/Affirmative Action-Employer
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