Customer Support Representative

Job Description:

•    A Customer Service Representative takes calls from customers answering questions or addressing any concerns they may have.
•    Their duties include handling many inbound and outbound calls to and from customers, listening to customers’ needs or issues and providing helpful solutions to their problems.
•    In this role you will be responsible for Service Level Agreement (SLA) compliance, Process compliance, customer interactions, knowledge management to meet the client goals. 

Qualifications Basic:

•    High School Diploma or GED Equivalent.
•    Strong command in English Language, B2+ minimum (BELT)..
•    At least 1 year of experience in call center/contact center environment in a customer service position.

Preferred Experience In:
•    Answering or making calls to Customers to support them on their needs or queries.
•    Handling complex situations or escalation calls.
•    Explaining possible solutions to ensure that customers feel valued and supported through active listening.
•    Engaging with irate customers to diffuse tense situations.
•    Utilizing applications, tools, office packages and soft wares as needed appropriately.
•    Working with KPIs and striving to exceed them to delight customers.
•    Sales pitch and recommendations for products or services that may better suit client needs.
•    Learning and innovation through training and continuous improvement sessions.

Additional Skills and Competencies:
• Customer focused: Having a passion to provide an exceptional service to clients by exceeding expectations.
• Proficiency with technology and how to apply it to solving problems.
• Confident telephone manner with strong communications skills.
• Positive attitude: seek a positive side to every situation, being proactive both in thought and action.
• Integrity: Ability to handle confidential information displaying values that enable decisions to be made in a fair and honest manner.
• Quick Thinker: Having the ability to interpret and respond to information using logical thinking to provide an appropriate and timely response.
• Team Player: resourceful, with the ability to work collaboratively with leaders and the wider team.
• Strong attendance, performance and adherence to policies are essential for this role.
• PC Skills: You are comfortable using computers and can easily navigate several different systems or programs