Position Details: Customer Service Representative

Main duties and responsibilities:

• Assists customers via Chat, Email or Phone in a timely and accurate manner

• Processes customer documents where needed

• Offers support to address errors, mistakes and technical faults

• Completes customer interactions within the agreed timeframe (Average)

• Creates added value by supporting cross sell initiatives and promotional offers

• Meets or exceeds quality targets via offering excellent customer service

• Strives to ensure a high customer satisfaction level at all times

• Offers resolutions and closure to complaints and disputes through demonstrating excellent problem solving skills

• Identifies customer feedback trends and raises with management

• Takes ownership of customer disputes and manages the issue

• Responds to customers in a timely fashion and meets commitments made

• Ensures regulatory compliance by ensuring all appropriate processes are followed

• Ensures customer loyalty by representing the customer within the business and ensuring all steps are taken to resolve issues as quickly as possible.

• Offers support and assistance to colleagues

• Raises problems and challenges where necessary through the relevant channels of feedback

Requirements

Education

• College graduate, a plus

• At least 2nd year if undergraduate

Previous experience

• With at least 6 months of BPO experience, preferred but not required

• Experience in handling complaints handling and resolution

Foreign languages

• English

Professional qualification & knowledge

• Knowledge in BPO setup

Skills & Abilities

• Communication

  • Proven ability to maintain professional relationships internal/external

  • Excellent verbal and written communication skills

  • Good interpersonal skills

  • Proven ability to effectively interact with all levels within the organization

  • Proven ability to accept criticism in a professional manner

  • Resourceful and can work with various support groups

• PC literate; Knowledge in Excel and Word

• Ability to:

  • Multi-task and deliver on assigned tasks and responsibilities

  • Manage their personal time in an efficient way

  • Respond and lead change

• Flexible and adaptable to change in schedule shifting, tasking needs etc.

• Proven ability to resolve complex problems with minor direction and assess issues objectively

• Handle difficultsituations and can work well under pressure

• Thrives in a fast paced environment

• Detail oriented

• Analytical

• Proactive

• Flexibility to work different shifts