Customer Service Representative (Pooling)

The Customer Service Representative provides frontline support to customers, employees, and business partners through calls, chats, and emails. The role is responsible for resolving inquiries, addressing concerns, and delivering exceptional customer service while following established procedures, scripts, and service standards. This position supports a wide range of customer interactions related to accounts, rewards and loyalty programs, store transactions, payment concerns, access issues, and general service inquiries.

JOB FOCUS:

• Handle customer interactions through calls, chats, and email channels.
• Assist customers with account-related inquiries and service requests.
• Maintain accurate customer records and account information.
• Resolve customer concerns by identifying issues and providing appropriate solutions.
• Follow up on customer concerns to ensure timely and satisfactory resolution.
• Gather relevant information through probing questions to identify root causes of issues.
• Communicate clearly and effectively using customer-friendly language.
• Support inquiries related to rewards programs, store transactions, payments, and access issues.
• Adhere to established procedures, service standards, and escalation protocols.
• Build positive relationships and deliver exceptional customer experiences.

REQUIRED TECHNICAL SKILLS:

• Customer service and support operations
• Call, chat, and email support
• Customer account management
• Data entry and record maintenance
• Issue resolution and case handling
• Customer information documentation
• Microsoft Office applications
• CRM and customer support tools preferred.

REQUIRED SOFT & OPERATIONAL SKILLS:

• Excellent verbal and written communication skills
• Strong customer service orientation
• Problem-solving and analytical thinking
• Active listening and probing skills
• Attention to detail and accuracy
• Time management and multitasking abilities
• Ability to follow established processes and procedures
• Collaboration and teamwork skills
• Ability to work effectively under direct supervision

WORK SCHEDULE & SETUP

• Shift Schedule: Night Shift