Customer Service Liaison
1 month ago
About the Role
The Customer Support Associate I position plays a vital part in delivering exceptional customer experiences through various communication channels, including inbound and outbound calls, as well as digital interactions. As a key member of our team, you will be responsible for providing top-notch customer service support and resolving routine issues related to clients' products or services.
Key Responsibilities:
- Ensure that the level of service provided to customers aligns with contractual Key Performance Indicators (KPIs).
- Clarify customer requirements, utilize decision-support tools, and provide effective resolutions to customer inquiries.
- Listen attentively to customer needs and concerns, demonstrating empathy while building rapport.
- Engage with customers in a courteous, friendly, and professional manner, adhering to established procedures.
- Maintain a basic understanding of client products and/or services.
- Prepare accurate and complete work, including notation of accounts as required.
- Participate in activities designed to enhance customer satisfaction and business performance.
- Offer additional products and/or services to customers.
- Track, document, and retrieve information in the call tracking database.
- Respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff.
Requirements:
- A college graduate with or without experience or a high school diploma with six months of relevant experience is preferred.
- Courteous with a strong customer service orientation.
- Strong computer navigation skills and PC knowledge.
- Effective written and verbal communication skills.
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