Customer Service Representative
Telecom Networks, Dominican Republic
Job Description
Position Overview: The Customer Service Representative (CSR) in a call center is responsible for providing exceptional customer service to callers, handling inquiries, resolving issues, and ensuring a positive customer experience. CSRs are the frontline representatives of the company and play a critical role in building and maintaining customer relationships.
Key Responsibilities:
Customer Support and Issue Resolution:
Respond to incoming calls, emails, or chat messages from customers professionally and courteously.
Address customer inquiries, concerns, and complaints promptly and effectively.
Troubleshoot and resolve customer issues, providing appropriate solutions and alternatives when necessary.
Escalate complex or unresolved issues to higher-level support or management as required.
Product and Service Knowledge:
Acquire a comprehensive understanding of the company's products, services, and policies.
Stay up-to-date with any changes or updates to products and services to provide accurate information to customers.
Order Processing and Management:
Assist customers with placing new orders, processing returns, and tracking shipments.
Accurately enter and update customer information and interactions in the company's database or CRM system.
Customer Retention and Satisfaction:
Strive to ensure customer satisfaction and retention by offering proactive assistance and personalized service.
Identify opportunities to upsell or cross-sell products and services based on customer needs.
Communication and Teamwork:
Collaborate with other CSRs, supervisors, and different departments to resolve customer issues and improve service delivery.
Participate in team meetings and training sessions to enhance product knowledge and customer service skills.
Quality Assurance:
Adhere to call center guidelines and quality standards to deliver consistent and high-quality customer service.
Follow scripting and call flow guidelines while maintaining a friendly and professional demeanor.
Time Management and Performance Metrics:
Manage call volumes and respond to customer inquiries within specified timelines.
Meet individual and team performance metrics, such as average handle time (AHT) and customer satisfaction scores.
Job Specification
Qualifications and Skills:
- High school diploma or equivalent; some college education may be preferred.
- Proven experience in a customer service role, preferably in a call center environment.
- Excellent verbal and written communication skills.
- Patience, empathy, and the ability to handle difficult customer interactions with a positive attitude.
- Basic computer proficiency and familiarity with customer service software, CRM systems, and call center tools.
- Strong problem-solving skills and the ability to think on your feet.
- Flexibility to work in shifts, including evenings, weekends, and holidays if required.