Customer Service Representative

Job Brief

We are seeking a detail-focused, customer-oriented, and professional Customer Service Representative to join our team! The ideal candidate will have previous experience in a similar setting and keep customer satisfaction at the heart of everything they do. The focus of the role is to take incoming calls from customers to service their requests in a timely manner.

Responsibilities:

• Answer incoming calls from customers and assist them with their queries.
• Verify customers' identity by following company procedures before discussing any accounts, products, or information.
• Keep customers' information up to date on the internal CRM system.
• Manage inbound and outbound calls in a timely manner
• Follow communication “scripts” when handling different topics
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
• Seize opportunities to upsell products when they arise
• Build sustainable relationships and engage customers by taking the extra mile
• Provide friendly, courteous service to customers at all times and ensure they finish their call with you satisfied and happy.
• Escalate customer complaints to the management.
• Ensure customers are kept up to date with the progress of their request or service.
• Work in line with company KPI’s regarding call volume and service levels.

Requirements and skills

• Superior English skills. (NON-NEGOTIABLE)
• Excellent communication skills, both written and verbal with active listening
• Previous experience using an in-house CRM system
• Demonstrated computer skills, able to pick up and learn new software quickly
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively
• Detail-focused, with good problem-solving skills
• Able to work in line with company KPIs