We are seeking a dedicated Contact Center Representative to join our dynamic customer service team. You will play a crucial role in providing high-quality support and solutions to our customers, primarily through phone and email communication. This position is ideal for individuals with a passion for customer service, excellent communication skills, and the ability to handle various customer inquiries with professionalism and empathy.
Key Responsibilities-
Customer Interaction: Handle incoming customer calls and emails, providing timely and accurate responses to inquiries, complaints, and requests.
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Problem Solving: Identify customer needs, clarify information, research issues, and provide solutions or alternatives.
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Record Keeping: Accurately log all customer interactions in our CRM system, ensuring detailed and organized records.
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Product Knowledge: Maintain a thorough understanding of our products/services to offer appropriate solutions and upsell when necessary.
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Escalation Management: Escalate complex issues to the relevant departments or senior staff as needed.
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Performance Standards: Meet personal/team qualitative and quantitative targets.
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Feedback Collection: Gather customer feedback to identify trends and areas for improvement in our products and services.
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Compliance and Training: Adhere to all company policies and guidelines; participate in training and development sessions to improve knowledge and performance level.
Required Skills and Qualifications-
High school diploma or equivalent; higher education or certifications in customer service are a plus.
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Proven customer support experience or experience as a client service representative.
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Strong phone contact handling skills and active listening.
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Familiarity with CRM systems and practices.
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Excellent communication and presentation skills.
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Ability to multi-task, prioritize, and manage time effectively.
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Empathy and a customer-centric approach to problem-solving.
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Flexibility to work in shifts.
Preferred Skills-
Experience in a contact center or customer service environment, particularly in [your industry, if applicable].
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Additional languages spoken.
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