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Customer Service Representative II
Location
Philippines
Posted
101 days ago
Salary
0
Seniority
Mid Level
Job Description
Customer Service Representative II
SupportNinja
• Responds promptly and professionally to customer inquiries via phone, email, or chat. • Provides in-depth information about products and services to customers. • Resolves complex customer issues timely and efficiently. • Follows up with customers to ensure issue resolution satisfaction. • Documents customer interactions in the organization’s CRM system. • Handles cases requiring escalation to ensure efficient resolution. • Manages high-pressure situations maintaining professionalism. • Adheres to company policies and meets performance KPIs.
Job Requirements
- 2 years of previous customer service experience, preferably in a call center environment
- 6 months - 1 yr outbound call experience
- Strong communication skills, both verbal and written
- Knowledge and experience with a CRM preferred
- Proficient in using computers and various software applications.
Benefits
- The Customer Service Representative is responsible for handling inbound/outbound customer inquiries via phone and email resolving customer issues in a timely and professional manner.
- Responds promptly and professionally to customer inquiries via a maximum of two communication channels such as, phone, email, or chat.
- Provides in-depth information about products and services to customers.
- Resolves complex customer issues in a timely and efficient manner.
- Follows up with customers to ensure that their issues have been resolved to their satisfaction.
- Properly and accurately document customer interactions in the organization’s CRM.
- Handle cases that require escalation to higher-level support or management and ensure they are resolved efficiently.
- Effectively manage high-pressure situations, maintaining professionalism and composure while resolving issues.
- Adhere to company policies and procedures.
- Meet or exceed performance targets for related KPIs.
- Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules.
- Collaborate with other departments as needed to resolve customer issues.
- Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times.
- Perform other duties as assigned.
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