Associate Customer Service

Position Overview

• We are seeking a friendly, customer-focused, and highly motivated Customer Service Representative to join our call centre team. The Customer Service Representative will be responsible for providing exceptional service to our customers by addressing inquiries, resolving issues, and ensuring a positive customer experience. The ideal candidate should possess excellent communication skills, empathy, patience, and the ability to handle challenging situations with professionalism. The Customer Service Representative will play a crucial role in building customer relationships, promoting customer satisfaction, and contributing to the overall success of our organization.

Role and Responsibilities

• Serve as the first point of contact for customers, handling inbound calls and responding to inquiries regarding products, services, orders, billing, and general account information.
• Provide accurate and efficient resolution of customer issues, concerns, and complaints by actively listening, analysing the situation, and determining appropriate solutions.
• Maintain a high level of professionalism, empathy, and patience while handling customer interactions, ensuring a positive and personalized customer experience.
• Utilize effective communication skills to clearly and concisely explain product features, service benefits, and troubleshooting steps to customers.
• Accurately and efficiently document customer interactions, inquiries, and resolutions in the company's customer relationship management (CRM) system.
• Collaborate with other internal teams, such as technical support, sales, and billing, to address customer needs and escalate complex issues when necessary.
• Proactively identify opportunities to upsell or cross-sell products and services based on customer needs and preferences.
• Stay up-to-date on product knowledge, company policies, procedures, and industry trends to provide accurate and timely information to customers.
• Follow established protocols and guidelines to ensure compliance with regulatory requirements and company standards.
• Strive to meet or exceed individual and team performance metrics, including average handle time (AHT), first call resolution (FCR), customer satisfaction (CSAT), and upsell/cross-sell targets.
• Actively participate in training sessions, team meetings, and continuous learning opportunities to enhance knowledge and improve customer service skills.

Requirements

Experience Profile

• Excellent communication skills, both verbal and written, with the ability to effectively engage and interact with customers.
• Strong active listening skills and the ability to empathize with customers' concerns and needs.
• Patient and calm demeanour with the ability to handle irate or difficult customers professionally and de-escalate tense situations.
• Strong problem-solving skills with the ability to think quickly and provide appropriate solutions to customer issues.
• Ability to work both independently and collaboratively in a team-oriented environment.
• Positive and strong work ethics in terms of attendance, adherence to schedule & implementing feedback.
• Proven experience in a customer service role, preferably within a call centre environment.
• Understanding of key KPIs and their relationship to performance in a Inbound voice campaign.
• Proficient computer skills and experience using customer relationship management (CRM) systems, call centre software, and other relevant tools.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced, dynamic environment.
• Fluency in additional languages is a plus, especially if serving customers from diverse cultural backgrounds.