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Customer Service Representative
2 months ago
We are seeking a highly skilled and empathetic Customer Service Representative for a 3-month project-based role. This position involves handling inbound and outbound calls, as well as managing customer inquiries via chat. The ideal candidate will have a strong background in customer service, particularly catering to Australian customers. As a Customer Service Representative, you will be the first point of contact for our customers, ensuring their needs are met and their issues are resolved efficiently.
Key Responsibilities:
Communication:
Deliver clear, concise, and effective communication in both spoken and written English.Explain solutions, provide instructions, and convey information in an easily understandable manner for customers.Utilize active listening skills to fully understand customer needs, ask clarifying questions, and show empathy.Customer Interaction:Manage inbound and outbound calls, as well as customer chats, to address various customer needs and concerns.Resolve customer inquiries, issues, and complaints while maintaining a calm and empathetic demeanor.Build and maintain trust with customers through effective communication and understanding.Problem-Solving:Analyze customer issues critically and provide effective and efficient solutions.Troubleshoot problems, find resolutions, and escalate when necessary to ensure customer satisfaction.Time Management:Balance multiple tasks efficiently while ensuring timely responses and resolutions to customer inquiries.Prioritize and manage workload effectively to maintain high service standards without compromising on quality.Technical Proficiency:Utilize customer service software and other relevant tools to track and manage customer interactions.Quickly learn new technologies and tools as needed for the role.Adaptability:Handle a variety of customer queries with professionalism and attention to detail.Ensure accuracy in recording customer interactions and maintaining customer records.Conflict Resolution:Manage and resolve conflicts constructively, remaining calm under pressure.Find solutions that satisfy both the customer and the company, ensuring a positive outcome.Teamwork:Collaborate with colleagues to share information, solve complex issues, and support each other in delivering excellent customer service.Qualifications:Proven experience as a Customer Service Representative or similar role, preferably catering to Australian customers.Excellent command of English with strong verbal and written communication skills.Demonstrated ability in active listening, problem-solving, and conflict resolution.Familiarity with customer service software, CRMs, and other relevant tools.Ability to handle a high volume of calls and chats while maintaining high customer service standards.Strong interpersonal skills and the ability to empathize with customers.Ability to work in a fast-paced environment and adapt to changing circumstances.Requirements:Bring Your Own Device (BYOD): You must have your own reliable computer or laptop capable of handling customer service software and other tools.Internet Speed: A minimum internet speed of 50 Mbps is required to ensure seamless communication and service delivery.