We are seeking a detail-focused, customer-oriented, and qualified 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.