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Job Description
The Customer Service Representative assists customers by answering product and service questions and fulfill customer needs through various channels to ensure customer satisfaction.
Job Duties and Responsibilities:
- Answer inbound and make outbound calls
- Handle customer inquiries over the phone
- Research required information using available resources
- Manage and resolve customer complaints
- Provide customers with product and service information
- Enter new customer information into the system
- Update existing customer information
- Process orders, forms and applications
- Identify and escalate priority issues
- Route calls to appropriate resource
- Follow up customer calls where necessary
- Document all call information according to standard operating procedures
- Complete call logs
- Produce call reports
Job Requirements
- College diploma or equivalent
- Native American / Canadian accent
- Proficient in relevant computer applications
- Required language proficiency
- Knowledge of customer service principles and practices
- Knowledge of call center telephony and technology
- Some experience in a call center or customer service environment
- Good data entry and typing skills
- Knowledge of administration and clerical processes
- Key competencies and skills
- Verbal and written communication skills
- Listening skills
- Problem analysis and problem-solving
- Customer service orientation
- Organizational skills
- Attention to detail
- Judgment
- Adaptability
- Teamwork
- Stress tolerance
- Resilience
