Customer Service Representative (Non-Voice)

OVERVIEW OF THE ROLE

The Customer Service Representative I is responsible for delivering high-quality customer support by providing timely, accurate, and professional assistance to customers while ensuring compliance with company policies, client requirements, and service standards. The role contributes to customer satisfaction, issue resolution, and operational excellence through effective communication, problem-solving, documentation, and customer relationship management.

DUTIES AND RESPONSIBILITIES

Customer Service Delivery and Customer Experience

• Deliver exceptional customer service by responding to customer inquiries, concerns, and requests professionally while complying with service standards and operational procedures.
• Build positive customer relationships through active listening, effective communication, and solution-oriented service.
• Demonstrate product knowledge and process understanding to deliver consistent customer experiences.
• Manage multiple customer interactions while maintaining quality, accuracy, and productivity.
• Promote customer satisfaction and brand loyalty through excellent service.

Issue Resolution and Case Management

• Identify customer concerns through effective questioning and analytical thinking.
• Resolve customer issues using sound judgment and company policies.
• Escalate complex concerns to the appropriate support teams when necessary.
• Process approved customer compensations within authorized limits.
• Maintain ownership of customer concerns through effective follow-up.

Documentation and Operational Compliance

• Accurately document customer interactions, resolutions, and follow-up actions.
• Follow communication procedures, operational guidelines, and quality standards.
• Maintain complete customer records and case documentation.
• Protect confidential customer information and company data.

Quality, Productivity, and Continuous Improvement

• Achieve quality, productivity, attendance, and customer satisfaction objectives.
• Participate in coaching, quality reviews, and development programs.
• Apply feedback to improve service performance.
• Recommend improvements to customer service processes.
• Demonstrate accountability, adaptability, and continuous learning.

Team Collaboration and Professional Conduct

• Collaborate with Team Leaders, QA, Workforce, Trainers, and Operations teams.
• Promote professionalism, respect, teamwork, and accountability.
• Adapt to changing business priorities and client requirements.
• Perform other customer service responsibilities assigned by management.

QUALIFICATIONS

• At least second-year college level; bachelor's degree is an advantage.
• Experience in customer service or related industries is preferred.
• Excellent written and verbal English communication skills.
• Strong interpersonal, analytical, and problem-solving skills.
• Ability to work in a fast-paced environment with minimal supervision.
• High attention to detail and confidentiality.
• Willing to work shifting schedules, weekends, and holidays.