A Customer Care Representative, or CSR, will act as a liaison, provide product/service information, answer questions, and resolve any emerging problems our customer accounts might face accurately and efficiently. The best CSRs are genuinely excited to help customers. They're patient, empathetic, and passionately communicative. They love to talk and understand the value of good communication skills. They can put themselves in their customers' shoes and advocate for them when necessary. Customer feedback is priceless. Problem-solving also comes naturally to customer care. They are confident at troubleshooting and investigating if they don't have enough information to answer customer questions or resolve complaints. The target is to ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction.
Responsibilities
- Handling incoming Clients' communications via phone, text, web chat, and email
- Help Clients set and learn to use our platform to manage their businesses smarter
- Resolves fundamental technical issues.
- Troubleshoot issues and provide resolution on time
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure the resolution
- Follow communication procedures, guidelines, and policies
- Take the extra mile to engage customers
- Identify and assess customers' needs to achieve satisfaction.
- Build sustainable relationships and trust with the customer.
- Performing additional duties where needed.
- Frequently attend educational seminars to improve knowledge and performance level.
- Meet personal/team qualitative and quantitative targets.
Requirements
- Bachelor / Diploma degree in business administration or IT.
- Fresh 1 + work experience in customer care or related field.
- Familiar with CRM software.
- Available to work shifts.
- Excellent communication and presentation skills
- Good PC skills, especially MS Excel
- Customer orientation and ability to adapt/respond to different types of characters
- Good in English written and verbal
- Professional active listening skills
- Ability to multi-task, prioritize, and manage time effectively