Customer Service Representative - E&D - Remote

Overview

We are looking for a customer-oriented service representative to join our client's team. A Customer Service Representative, or CSR, will act as a liaison, provide product/services information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

In Short

• Respond to customer queries in a timely and accurate way, via phone, email or chat
• Manage large amounts of inbound and outbound calls in a timely manner
• Answer 50-100 calls per day depending on the client's industry
• Identify customer needs and help customers use specific features
• Update our internal databases with information about technical issues and useful discussions with customers
• Monitor customer complaints on social media and reach out to provide assistance
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities
• Follow up with customers to ensure their issues are resolved
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
• Seize opportunities to upsell products when they arise
• Build sustainable relationships and engage customers by taking the extra mile
• Willingness to be assigned other administrative tasks

Requirements

• Excellent communication skills
• Strong problem-solving abilities
• Experience in customer service or related field
• Ability to handle multiple tasks and prioritize effectively
• Familiarity with customer service software and tools
• Empathy and patience in dealing with customers
• Ability to work in a fast-paced environment
• Willingness to learn and adapt
• Strong attention to detail
• Ability to work independently and as part of a team

Benefits

• Opportunity to work remotely
• Flexible working hours
• Professional development opportunities
• Supportive team environment
• Health and wellness benefits
• Performance bonuses
• Employee recognition programs
• Access to training resources
• Work-life balance initiatives
• Potential for career advancement