Customer Service Representative – Voice
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Job Description
Customer Service Representative providing support by answering customer inquiries and resolving issues via phone, email, and chat for a consulting and BPO company.
Responsibilities:
- Respond to inbound customer calls, emails, and messages in a polite, friendly, and professional manner
- Provide accurate, valid, and complete information to customers
- Resolve customer issues and complaints efficiently and professionally
- Identify and assess customers' needs to achieve satisfaction
- Troubleshoot and resolve customer issues by providing appropriate solutions
- Escalate unresolved issues to higher-level support when necessary
- Maintain clear, concise, and courteous communication with customers
- Document all interactions and maintain accurate records of customer issues and resolutions
- Provide timely and effective follow-ups to ensure customer satisfaction
- Stay updated on product knowledge, company policies, and procedures
- Utilize available resources and tools to provide accurate information to customers
- Meet individual and team performance targets, including response time, resolution time, and customer satisfaction scores
- Continuously strive to improve efficiency and effectiveness in handling customer inquiries
- Work collaboratively with team members and other departments to resolve customer issues
Requirements:
- Excellent verbal and written communication skills
- High school diploma or equivalent; a college degree is a plus
- Previous experience in customer service, preferably in a BPO or call center environment
- Excellent written communication skills with a strong command of grammar and spelling
- Ability to multitask and manage time effectively
- Good interpersonal skills and a customer-focused attitude
- Proficiency in using chat and email platforms, as well as CRM software
- Strong problem-solving skills and attention to detail
Benefits:
- Ability to work from home with a secure, distraction-free environment
- Open to working on a shifting schedule, including holidays and weekends
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