Customer Service Agent

JOB OVERVIEW

We are seeking a passionate, empathic and friendly Customer Service Representative (CSR) to join our dynamic and growing team and provide top-notch service to our customers over the phone and using written communications. As a CSR, you will interact directly with our customers to answer inquiries, resolve any emerging problems, provide product/service information, and maintain high customer satisfaction and our company’s reputation for high-quality service.

ROLES & RESPONSIBILITIES

• Field incoming phone calls and respond promptly to customer queries via phone call and email
• Acknowledge and resolve customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Identify and assess customers’ needs to provide professional customer support and achieve customer satisfaction
• Maintain up-to-date and thorough knowledge and understanding of our products/services to answer questions and provide accurate, valid and complete information
• Maintain a positive, empathic and professional attitude towards customers at all times
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Follow communication procedures, guidelines and policies
• Meet personal/customer service team sales targets and call handling quotas
• Collect and record customer feedback and information, and share that with appropriate departments and team members
• Attend all required customer service-related meetings
• Go the extra mile to engage customers

KEY REQUIREMENTS

Qualification & Experience

• Matric Certificate (Advantage)
• 2 years of experience in a customer service role or a customer service-related role
• A strong sales background is essential

Skills & Competencies

Must Have

• Fluency in English (verbal and written) and excellent written and verbal communication skills
• Strong phone contact handling skills and active listening skills
• Basic computer skills and excellent phone disposition
• Ability to multitask, prioritize, and manage time effectively
• Ability to thrive in a fast-paced and sometimes high-pressure environment
• Friendly, patient, compassionate, and have a positive attitude
• Customer orientation, ability to adapt and to foster and maintain relationships
• Willingness to work independently and as part of a team

Advantageous

• Experience in Freshdesk systems and practices