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Client Support Representative
2 months ago
Job Title: Customer Service Specialist
Work Arrangement: 100% Onsite with potential for future hybrid work
Work Hours: 8:00 AM to 5:00 PM
Overview:
As a Customer Service Specialist at Computech, you will serve as the primary contact for our clients, ensuring they receive outstanding support. Your responsibilities will include managing customer inquiries, processing requests, and resolving issues while upholding a courteous and professional demeanor.
Primary Responsibilities:
- Follow established protocols and systems to guarantee that Customer Care Standards are consistently met or surpassed.
- Maintain a positive, empathetic, and professional attitude toward clients at all times.
- Develop and sustain a comprehensive understanding of our product offerings and operational procedures.
- Ensure complete follow-through on every commitment, striving for one-call resolution.
- Effectively communicate additional promotions and services to clients.
- Process client requests efficiently, courteously, and accurately.
- Document client complaints and concerns promptly, ensuring satisfactory resolutions.
- Maintain effective communication with the Customer Service Supervisor and Manager, providing regular updates to meet client expectations and resolve issues promptly.
- Engage in regular team meetings and ongoing training to enhance skills and knowledge.
- Perform other duties as assigned by the Manager.
Specific Duties:
- Deliver quality customer service by responding to incoming client calls, entering requests, and addressing client inquiries.
- Communicate with clients through various channels (phone, email, chat).
- Actively listen to clients, addressing their concerns in a friendly and professional manner.
- Provide support and solutions in accordance with the company's customer service policies.
- Identify client questions, complaints, and concerns, offering thorough and respectful answers and solutions.
- Redirect clients to appropriate departments or teams when necessary and follow up on the status of complaints or inquiries to ensure resolution.
- Collaborate with team members and other departments to ensure client satisfaction and product quality.
Performance Goals:
- Quality Assurance: Achieve a 90% rating on calls, emails, and chat interactions.
- Transactions Per Hour: Process 8 transactions per hour (6 for chat).
- Accessibility: Maintain 85% availability, minimizing unnecessary offline time.
- Answered Interactions: Ensure 99% of client interactions are answered.
- Attendance: Comply with the attendance policy.
- Development & Training: Complete all assigned training and action steps.
