Customer Service Representative

Overview

• The Customer Service Representative (CSR) is part of the Contact Centre team responsible for handling customer inquiries across multiple communication channels including phone, email, chat, fax, and SMS. The role focuses on delivering high-quality service, ensuring a positive customer experience, and maintaining compliance with client and company standards.

Key Responsibilities

• Performance Targets: Meet attendance, schedule adherence, quality, and performance metrics such as NPS and resolution rates.
• System Usage: Efficiently operate CRM tools, telephony systems, and other customer support platforms.
• Documentation: Accurately record all customer interactions in CRM or case management systems following client guidelines.
• Multichannel Support: Manage inbound/outbound calls while responding to chats, emails, and other communication channels in a timely manner.
• Issue Resolution: Resolve customer issues efficiently or escalate when necessary, ensuring high service quality.
• Continuous Improvement: Apply coaching and feedback from supervisors and quality analysts to improve performance and call handling.
• Policy Compliance: Follow SOPs, maintain knowledge of updated policies, and use internal knowledge bases effectively.
• Digital Adoption: Encourage customers to use electronic/self-service channels where applicable.
• Attendance & Discipline: Maintain strict schedule adherence and reliable attendance.
• Additional Duties: Perform other related tasks as assigned.

Required Skills & Qualifications

• Strong verbal and written communication skills
• Experience in inbound and outbound call center environments
• Proficiency with CRM systems and basic computer applications
• Ability to multitask across multiple communication channels
• Strong problem-solving and issue-resolution skills
• Ability to follow detailed instructions and procedures
• Self-driven with strong research and resource utilization skills
• Customer-focused with a positive, professional tone
• High reliability and strong attention to detail

Technical Requirements (Mandatory)

• Hardwired Ethernet internet connection (Wi-Fi not accepted)
• Minimum internet speed: 100 Mbps download / 20 Mbps upload (higher recommended for stability)