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Service Center Associate
2 months ago
Consulting Advantage Ltd is on the lookout for a dedicated and customer-oriented Contact Center Specialist to become a vital part of our enthusiastic team, committed to providing exceptional support to our clientele.
In the role of a Contact Center Specialist, you will be instrumental in maintaining customer satisfaction by efficiently addressing inquiries and resolving concerns through various communication methods, such as telephone, email, and live chat. Your capacity to engage with customers and deliver prompt solutions will enhance our reputation for outstanding service.
Primary Responsibilities:
- Timely respond to customer inquiries through phone, email, and chat, delivering precise information about our offerings.
- Recognize and address customer issues, complaints, and requests with professionalism and empathy.
- Accurately document all customer interactions in the CRM system to ensure effective follow-up and reference.
- Work collaboratively with other departments to meet customer needs and create a seamless experience.
- Stay updated on product changes, company policies, and industry developments to provide informed assistance.
- Achieve or surpass individual and team performance targets, including call handling times, customer satisfaction ratings, and resolution rates.
- Engage in training sessions and team meetings to continuously improve knowledge and service capabilities.
- Identify potential areas for process enhancements and contribute to improving the overall customer experience.
Required Qualifications:
- Demonstrated experience in a contact center or customer service role, showcasing strong communication abilities.
- Capability to manage multiple tasks and adapt to shifting priorities while upholding a high standard of professionalism.
- Familiarity with CRM software and other communication tools; quick learner of new systems.
- Strong analytical skills and a talent for effectively resolving customer issues.
- Willingness to work various shifts, including evenings, weekends, and holidays, as necessary.
