Customer Service Representative
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Key skills for this role
About the Role
Purpose of Role: The role of Customer Service Representative is to manage customer interactions via the voice channel. As the first point of contact, the candidate will play a k.
Key Skills for This Role
Responsibilities
- Handle inbound and/or outbound calls to assist customers with inquiries, issues, and service requests
- Provide accurate, clear, and concise information regarding products, services, policies, or procedures
- Troubleshoot and resolve customer issues efficiently while maintaining a positive tone
- Escalate complex or unresolved cases to appropriate teams or supervisors
- Document all customer interactions accurately in the CRM or ticketing system
- Follow defined scripts, guidelines, and compliance procedures
- Meet or exceed individual performance targets such as AHT, FCR, and CSAT
Requirements
- High School Certificate or Diploma
- 1 3 years of experience in a voice based customer support or call center role
- Experience with call center platforms (e.g., Avaya, Genesys, NICE inContact) preferred
- Familiarity with CRM systems and ticketing tools
- Proven ability to handle high call volumes with professionalism and empathy
Full Job Posting
Purpose of Role
- Manage customer interactions via the voice channel as the first point of contact
- Resolve customer inquiries, provide accurate information, and deliver professional phone support
Accountabilities & Responsibilities
- Handle inbound and/or outbound calls to assist customers with inquiries, issues, and service requests
- Provide accurate, clear, and concise information regarding products, services, policies, or procedures
- Troubleshoot and resolve customer issues efficiently while maintaining a positive tone
- Escalate complex or unresolved cases to appropriate teams or supervisors
- Document all customer interactions accurately in the CRM or ticketing system
- Follow defined scripts, guidelines, and compliance procedures
- Meet or exceed individual performance targets such as AHT, FCR, and CSAT
Position Requirements
- High School Certificate or Diploma
- Additional training or certification in Customer Service, Communication, or Call Center Operations is a plus
- 1 3 years of experience in a voice based customer support or call center role
- Experience with call center platforms (e.g., Avaya, Genesys, NICE inContact) preferred
- Familiarity with CRM systems and ticketing tools
- Exposure to industry specific practices (e.g., telecom, retail, banking) is an advantage
- Proven ability to handle high call volumes with professionalism and empathy
- Strong problem solving skills and ability to remain calm under pressure
- Experience in multi channel support (e.g., chat, email) is a plus
Work Environment & Schedule
- Hybrid/Remote options available based on location
- Rotational shifts including weekends or holidays, as needed
Key Competencies
- Networking & Influencing Collaboratively: Developing rapport with diverse people, building networks, influencing others
- Delivering Results & Fostering Ownership: Drive for improving business results and attaining higher performance
- Building Customer Value: Gaining insights into customer experience, anticipating needs, ensuring clear communication
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