The Representative Customer Service position interfaces with customers via inbound calls. This position provides customer service support  and resolution of routine problems regarding client's product or services.
 

Experience – Minimum one year in International voice

• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)  

• Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer 

• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer

• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures

• Maintain basic knowledge of client products and/or services

• Prepare complete and accurate work including appropriately notating accounts as required

• Participate in activities designed to improve customer satisfaction and business performance

• Track, document and retrieve information in call tracking database

• Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff

Candidate Profile

• Graduate with minimum one year experience  in International voice process with Excellent English communication skills.

• Courteous with strong customer service orientation

• Strong computer navigation skills and PC Knowledge

• Ability to effectively communicate, both written and verbally

• Dependable with strong attention to detail

• Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly

• Tolerance for repetitive work in a fast-paced, high production work environment

• Ability to work as a team member, as well as independently

• Demonstrate patience in all customer contact simulations, including maintaining a pleasant and professional tone and manner

• Ability to rotate shifts, as needed  

• Based on location and/or program, additional experience/skills may be required

• Confirm customer understanding of the solution and provide additional customer education as needed

• Demonstrate strong probing and problem-solving skills

• Should be able to handle complex queries from customer and resolve the same independently