Customer Service Representative

4 days ago

Laredo, Texas, United States Webhelp Full time

About the Role

We are seeking a highly skilled Customer Service Representative to join our team at Webhelp. As a Customer Service Representative, you will be responsible for providing exceptional customer service and support to our clients via inbound calls, outbound calls, or through the internet.

Key Responsibilities

  • Ensure that customer service delivered meets contractual Key Performance Indicators (KPIs).
  • Clarify customer requirements, probe for understanding, and use decision-support tools and resources to resolve customer issues that are non-standard or unstructured.
  • Listen attentively to customer needs and concerns, demonstrate empathy, and maximize opportunities to build rapport with the customer.
  • Maintain a broad knowledge of client products and/or services.
  • Track, document, and retrieve information in call tracking databases.
  • Deliver expert customer experiences with a focus on customer satisfaction and loyalty.

Requirements

  • High school diploma with six plus months of customer service experience preferred.
  • English language proficiency is required, with bilingual Spanish/English speaking representatives preferred.
  • Courteous with strong customer service orientation.
  • Ability to effectively communicate in chat and verbal skills.
  • Strong computer navigation skills and PC knowledge.
  • Ability to multi-task and work in a high-stress level environment.
  • Tolerance for repetitive work in a fast-paced, high-production work environment.
  • Ability to work as a team member as well as independently.

What We Offer

  • Paid training and performance-based incentives.
  • Lucrative employee referral bonus opportunities.
  • Company networking opportunities with organized groups in various topics.
  • 401K with company match; paid PTO and holidays; medical, dental, and vision insurance; and a comprehensive Employee Assistance Program (EAP).
  • Health and wellness programs with trained partners to promote a healthy lifestyle.
  • Mentorship programs to support career growth and development.
  • A modern, state-of-the-art office setting with advanced technologies and a great team.
  • Programs and events that support diversity, equity, and inclusion, as well as global citizenship and community support.

Language Requirements

English

Time Type

Full-time

Physical & Mental Requirements

While performing the duties of this job, the employee is regularly required to operate a computer, keyboard, telephone, headset, and other office equipment. Work is generally sedentary in nature.

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