Jul 5, 2022
Responsibilities:
Identify and assess customers’ needs to achieve satisfaction
Provide accurate, valid and complete information by using the right methods/tools
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
Keep records of customer interactions, process customer accounts and file documents
Follow communication procedures, guidelines and policies
Possibly delegating certain customer enquiries to specific teams
Maintain an orderly workflow according to priorities
Analyze statistics and compile accurate reports
Mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
Keep ahead of industry’s developments and apply best practices to areas of improvement
Required Skills:
Proven experience as a customer support specialist, preferably within a similar environment.
Prior experience in a managerial or supervisory role will be advantageous
Working knowledge of customer service software, databases and tools (Hubspot is a plus)
Computer literacy in order to type up reports, results and details of customer interaction
Customer orientation and ability to adapt/respond to different types of characters
Excellent communication and presentation skills
Ability to multi-task, prioritize, and manage time effectively
Well-developed arbitration skills with the ability to remain impartial