Customer Service Representative
3 days ago
We are seeking a dedicated customer service professional to provide exceptional support to our valued clients. This full-time role involves providing assistance via inbound and outbound calls or through the internet, depending on client requirements.
The ideal candidate will be responsible for delivering top-notch customer service, resolving routine problems, and ensuring that service meets contractual Key Performance Indicator (KPIs).
Responsibilities- Ensure service delivered to our customers meets contractual 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
- Offer additional products and/or services
- 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
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