URGNET: Customer Service Representative (Project Based)

Major Responsibilities

• Customer Support & Inquiry Resolution: Respond to high-volume inbound calls using established scripts and guidelines to resolve customer inquiries, complaints, and service requests efficiently.
• Case Management & Research: Investigate customer issues, gather necessary data, log call details accurately in the system, and track cases through to complete resolution.
• Problem Resolution: Evaluate customer needs and clearly communicate appropriate, timely solutions or resolution pathways.
• Service Advisory & Need Assessment: Educate customers on available products, services, and features tailored to their specific needs.

Qualifications & Core Competencies

• Communication & Interpersonal Skills: Exceptional written and verbal communication skills in English, with the ability to articulate information clearly, persuasively, and professionally across diverse audiences.
• Technical Proficiency: Advanced skills in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and CRM/call-logging software.
• Analytical Thinking & Problem-Solving: Ability to assess complex situations from multiple perspectives, leverage facts and data to resolve issues swiftly, and present clear solutions.
• Industry Knowledge: Understanding of Originations processes, procedures, and various industry market segments.
• Organization & Adaptability: Excellent time management and multi-tasking abilities in a fast-paced environment, with strong follow-up habits.
• Ethical & Cultural Standards: Demonstrated commitment to high professional ethics, inclusivity, and working collaboratively within a diverse team environment.