Customer Support Representative
2 weeks ago
Consulting Advantage Ltd is on the lookout for a dedicated and customer-oriented Contact Center Specialist to become a vital part of our team, ensuring we provide exceptional support to our valued clients.
In the role of a Contact Center Specialist, you will be instrumental in enhancing customer satisfaction by adeptly managing inquiries and resolving concerns through various communication platforms, such as telephone, email, and live chat. Your capacity to engage with customers and deliver prompt solutions will significantly bolster our reputation for outstanding service.
Core Responsibilities:
- Address customer inquiries swiftly through phone, email, and chat, offering precise information about our products and services.
- 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 facilitate a seamless experience.
- Remain updated on product developments, company policies, and industry trends to provide informed assistance.
- Aim to meet or surpass individual and team performance metrics, including call handling time, customer satisfaction ratings, and resolution rates.
- Engage in training sessions and team meetings to continually improve knowledge and service skills.
- Proactively seek opportunities for process enhancements and contribute to the overall improvement of the customer experience.
Required Qualifications:
- Demonstrated experience in a contact center or customer service setting, showcasing strong communication abilities.
- Capability to manage multiple tasks and adapt to shifting priorities while maintaining a high standard of professionalism.
- Familiarity with CRM software and other communication tools; quick to learn new systems.
- Strong analytical skills and a talent for effectively resolving customer issues.
- Willingness to work flexible shifts, including evenings, weekends, and holidays as necessary.
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