Customer Service Representative

Details

• Handle and customer service inquiries and problems via telephone, email or written correspondence.
• Answer inquiries, process bookings or requirements, quotes and resolve issues based on phone calls/email from customers, etc.
• Triage resulting rework to appropriate staff.
• Documents and track contacts with customers, dealers, internal department, operations and accounts.
• Explain customer"s member's rights and responsibilities in accordance with contract.
• Educate providers on customer"s self-service options.
• Use computerized system for tracking, information gathering, and/or troubleshooting.
• Utilize limited knowledge of company, products, and/or services to provide service to customers.
• May respond to customer inquiries by referring them to published materials or processes, secondary sources, or more senior staff.

Job Responsibilities

• Handle and customer service inquiries and problems via telephone, email or written correspondence.
• Answer inquiries, process bookings or requirements, quotes and resolve issues based on phone calls/email from customers, etc.
• Triage resulting rework to appropriate staff.
• Documents and track contacts with customers, dealers, internal department, operations and accounts.
• Explain customer"s member's rights and responsibilities in accordance with contract.
• Educate providers on customer"s self-service options.
• Use computerized system for tracking, information gathering, and/or troubleshooting.
• Utilize limited knowledge of company, products, and/or services to provide service to customers.
• May respond to customer inquiries by referring them to published materials or processes, secondary sources, or more senior staff.

Additional Note

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Job Requirements

Skills, Licenses, Knowledge, Education And Training Requirements

• Bachelor"s degree or vocational in any field.
  • Minimum of completed two (2) years in college or has finished a Diploma/Certificate course.
• Excellent in oral and written English communication.
• Customer Service and Sales professional experience, a strong advantage.
• Coordination abilities
• Ability to multi-task
• Excellent customer service skills
• Strong attention to detail
• Works well under pressure
• Moderate computer knowledge
• Proficiency in word processing, spreadsheet, presentation and database software.
• Ability to gain skills and knowledge from project-specific training.
• Strong analytical skills and is able to maintain accuracy and production standards.
• Ability to work in a fast-paced environment and to adapt to change.
• Reliable and Accountable

Level Of Knowledge, Skills, And Authority

• Applies job skills, policies, and procedures to complete substantive assignments/projects/tasks of moderate scope and complexity.
• Exercises judgment within defined guidelines and practices to determine appropriate action.

Technical And Home Setup Requirements

• Stable internet connection for WFH setup; backup mitigation. 50-100mbps
• Quiet working space that will avoid any background noise during working hours.