Customer Service Representative

Job Profile Summary

The Customer Service position interfaces with customers via inbound calls, outbound calls, or through the Internet depending upon client requirements. This position provides customer service support and resolution of routine problems regarding client's product or services.

The Role

Essential Functions/Core Responsibilities

• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
• Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
• Maintain basic knowledge of client products and/or services
• Prepare complete and accurate work including appropriately notating accounts as required
• Participate in activities designed to improve customer satisfaction and business performance
• Offer additional products and/or services
• Track, document and retrieve information in call tracking database
• Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff

Ideal Profile

Candidate Profile

• High school diploma with three to six months of relevant experience preferred
• Courteous with strong customer service orientation
• Strong computer navigation skills,  Keyboarding Skills, internet surfing  and PC Knowledge.
• Ability to effectively communicate, both written and verbally  as a bilingual speaker for first language of support as well as English (B2) . (With basic understanding to industry related terminologies).
• Dependable with strong attention to detail
• Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly
• Tolerance for repetitive work in a fast-paced, high production work environment
• Ability to work as a team member, as well as independently
• Demonstrate patience in all customer contact situations, including maintaining a pleasant and professional tone and manner
• Ability to rotate shifts, as needed
• Based on location and/or program, additional experience/skills may be required

What's on Offer?

• Opportunity within a company with a solid track record of performance
• Leadership Role
• Attractive Salary & Benefits