Customer Service Representative

2 weeks ago


Waukesha, United States Qualfon Full time

**Customer Service Representative**

**Location:** Waukesha, Wisconsin, US **Job Summary**

Main objectives and duties:

**1. Call Handling.**

* Resolves product or service problems by accurately understanding the customers issue.

* Determine the cause of the problem, selecting the best solution to the problem and explaining to the customer the resolution

* Answer product and/or service questions or concerns

* Troubleshoot technical issues using all available tools

* Process customer orders and purchase of products and services

* Escalate to appropriate departments to expedite resolution of customers issue

* Provide exceptional customer service experience

**2. Complete Documentation**

* Create or update customer information in the client database during and after each call

* Create accurate record of every customer transaction or interaction accurately, timely and professionally.

* Update customer information following the established client guidelines

* Comply to client and PCI guidelines in handling customer information

**3. Adherence to established internal and client guidelines.**

* Maintain a high level of professionalism when dealing with customers and clients

* Establish positive relationship with every customer

* Follow established weekly work schedules

* Provide timely feedback to noticeable patterns of customer concerns

**4. Career Path and other account trainings.**

* Attend upskill trainings to enhance skills applicable to tier level

* Attend scheduled bucket trainings to stay updated on product & service information including technical troubleshooting procedures

* Be receptive on any changes in company and client policies

**5. Performance Results (Minimum of 70%).**

* Adheres to operation/tier level performance goals

* Meets minimum goal of 70% on performance scorecard

* Adheres to client Zero Tolerance Policy (ZTP)

* Zero client audits

**Area of expertise (Skills)**

* High school graduate, vocational grade of any course or its equivalent

* Good verbal and written communication skills

* Basic knowledge in computer navigation

**Other Skills and Experiences (Min)**

Prior work experience is not necessary but formal orientation is needed to enable the job incumbent to perform the job satisfactorily.

* Listening Skills

* Analytical Skill

* Problem-Solving Skills

* Communication

* Technology Skills (job-related technical skills)

* Customer Service

* Service Mentality

* Conflict Resolution

**Education**



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