Customer Service Representative
Job Summary
We are seeking a highly skilled and empathetic Customer Service Expert to manage customer interactions, resolve complaints, and ensure a positive customer experience across various channels. This role requires a proactive approach to customer engagement and continuous service improvement during the night shift.
Responsibilities
- Manage customer conversations across support channels
- Address inquiries and resolve/escalate complaints
- Enhance customer experience and engagement
- Evaluate processes and report on key metrics
Required Skills
- Min 2 years customer service experience
- Strong communication and problem-solving
- CRM and Microsoft Office proficiency
- English proficiency (written and spoken)
Job Details
Key Responsibilities:
- Customer Interaction: Manage customer conversations across all support channels, including in-person, online, and via phone.
- Issue Resolution: Address customer inquiries and escalate complex issues to the appropriate team to ensure rapid support.
- Customer Engagement: Proactively take steps to enhance the customer experience and build strong relationships with clients.
- Feedback Collection: Share relevant customer feedback to help improve our offerings and services.
- Process Improvement: Evaluate customer support processes, devise improvements, measure results, and iterate to enhance efficiency.
- Reporting: Report on key customer service metrics and identify noteworthy trends to inform business decisions.
Experience:
- Minimum of 2 years in a customer service role, preferably within BPO industry.
Skills:
- Strong communication, problem-solving, and interpersonal skills.
- Ability to handle challenging situations with empathy and professionalism.
Education:
- Bachelor's degree in Business Administration, Communications, or a related field is preferred.
Technical Proficiency:
- Familiarity with customer relationship management (CRM) systems and proficiency in Microsoft Office Suite.
Language:
- Proficiency in English, both written and spoken.
Bonus:
- CAR PART KNOWLEDGE AND ACCOUNTING EXPERIENCE (QuickBooks)
Shift:
- NIGHT SHIFT