Customer Service Representative

Customer Service Representatives

Key Responsibilities

• Serve as the primary liaison and account owner for assigned clients
• Handle client inquiries through approved channels, including email, phone, CRM systems, and other authorized platforms
• Clearly communicate service details, timelines, and expected deliverables
• Collaborate with internal teams to ensure services are delivered accurately and on schedule
• Track client accounts and follow up on required actions, approvals, and documentation
• Provide regular, well-structured updates on project status and progress
• Professionally address and resolve client issues, concerns, and escalations in a timely manner
• Escalate complex or high-risk concerns to senior leadership or subject matter experts in line with escalation procedures
• Maintain accurate and current client records across internal systems
• Ensure adherence to company policies, service agreements, and quality standards
• Record all client interactions, commitments, and outcomes
• Ensure all communications remain professional, consistent, and compliant with company guidelines
• Identify opportunities to enhance the overall client experience
• Participate in required training, meetings, and process improvement initiatives

Qualifications & Skills

• Minimum of 1–2 years of BPO experience in client relations, customer service, or account management
• Strong written and verbal communication skills
• Excellent organizational and time-management capabilities
• Ability to manage multiple client accounts simultaneously
• Effective problem-solving and conflict-resolution skills
• Proficiency in CRM systems, email platforms, and office productivity tools
• Ability to work both independently and collaboratively in a fast-paced environment