Customer Service Representative

About the role

The Customer Service Representative (CSR) will provide outstanding service acting as the primary point of contact for customers regarding products and services related to client programs. Associates will provide callers with thorough service that builds relationships, resolves issues, and increases overall trust and satisfaction in client's products and services.

Key responsibilities

• Professionally handle a high volume of incoming calls
• Thoroughly and efficiently gather customer information, assess and fulfill customer needs and educate customers regarding products and services
• Utilize and navigate multiple systems simultaneously
• Resolve customer issues via one call resolution guidelines and/or escalated process
• Meet or exceed company and client performance metrics
• Maintain a balance between company policy and client benefit in decision making
• Continuously evaluate and identify opportunities to drive process improvements that positively impact our client and its customers
• Handle call disposition or compile and generate reports as required
• Accept and embrace changes within the current business environment

About you

• Preferably 1+ years of experience in customer service in BPO industry
• Stable work history
• Professional appearance
• Strong detail orientation and excellent communication/listening skills
• Ability to pass all skill assessments including demonstrated experience with Microsoft applications
• Strong decision making and analytical abilities
• Ability to identify customer needs and clearly articulate products and services
• Schedule flexibility to include weekends, evenings, possible holidays and occasional overtime
• Highly developed sense of integrity and commitment to customer satisfaction
• Be a team player
• Ability to type a minimum of 37 WPM
• Minimum of 35 MBPS internet speed
• Must have a conducive work space