Customer Service Representative

Associate Checklist:• Should be at least 18 years of age• Completed Matric• At least 6 months of customer service experience in any industry is preferred but not required• Computer literate with a minimum typing skill of 30 wpm with 90% accuracy• Willing to work on 24/7 shifting schedule, rest days, holidays, weekends and extended hoursU1 – Associate:Handles client concerns; inbound and outbound voice, email, chat and social mediaAssist customers with their inquiries, request or orders by properly, completely and accurately entering data in the support tools and or clientDelivers excellent customer experienceResponsible for maintaining a high level of professionalism with clients and for working to establish a positive rapport with every caller.Impact the company's bottom line by problem solving and increasing customer loyalty and satisfaction/experienceEnsures high quality output is maintained throughout the call and in each call.Ensures that all steps dictated in the support process are adhered toTakes responsibilities and has a good sense of accountabilityOther tasks and deliverables may come up depending on the business needsGood grasp and understanding of customer engagementExcellent English communication skills; has good grasp of the language and can handle complex subjects and detailed conversationAbility to communicate effectively and appropriately in demanding situations and understanding implicit meanings in themAbility to function and adapt in a rapidly changing and evolving work environmentAbility to work independently and multitaskAbility to handle and deescalate irate customers
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