Job Overview
We are seeking an enthusiastic Customer Service Representative to join our dynamic team. You will be required to provide outstanding customer support to our business customers.
The successful candidate will offer quick and accurate assistance to our customers including answering incoming calls, placing orders, updating accounts, answering questions and addressing any concerns in a warm and friendly manner.
The overall aim is to ensure delivery of excellent customer service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve inquires. If you have fantastic interpersonal skills and enjoy assisting others without getting worked up under pressure, we will love to meet you!
Job Responsibilities
- Answer incoming customer calls to provide information about products and services, to take orders or cancel accounts or to obtain details of complaints.
- Document customer interactions and calls including details of inquiries, complaints, and comments, as well as actions taken.
- Resolve customers’ service or billing complaints.
- Maintain high level of professionalism with clients and work to establish a positive rapport with every caller.
- Contact customers in order to respond to inquiries or to notify them of claim investigation results and any planned adjustments.
- Refer unresolved customer grievances to designated departments for further investigation.
- Update customer information in the customer service database.
- Stay abreast with product knowledge and any changes in company policies.
- Fill out a variety of forms during or after calls.
- Examine all relevant information in order to assess validity of complaints and to determine possible causes.
- Recommend improvements in products, service and processes in order to improve our customer service experience.
Job Requirements
- Must be 18 years of age or older.
- Hold high school diploma.
- An Associate degree in Arts or Business is highly desirable.
- Excellent verbal and written communication skills.
- Working knowledge of Microsoft Word, Excel, or PowerPoint.
- Ability to stay calm under pressure.
- Have excellent customer service skills.
- Must be available to work occasional nights, holidays and weekends.
- Prior experience working in a call centre Experience working in a call centre environment is an advantage.
