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Customer Service Representative
2 months ago
We are seeking a highly motivated and experienced Customer Service Representative to join our team at BCforward. As a key member of our organization, you will be responsible for providing exceptional customer service and support to our clients.
Key Responsibilities- Validate customer entitlement and log cases for routing or dispatching to the proper resources.
- Monitor service events through completion for compliance.
- Manage service requests from customers through various access channels.
- Review customer feedback and analyze statistics related to customer access and case management.
- Provide resolution and feedback based on analysis.
- Participate in projects for process or quality improvements.
- Work with escalated customers and recommend actions in post-incident reviews.
- Manage multiple tasks or cases simultaneously with minimal supervision.
- High school education or equivalent.
- Typically requires 3-5 years of general experience or an equivalent combination of experience and college-level education.
- Superior communication skills, both written and verbal.
- Experience in customer-facing roles, either remote or face-to-face.
- Understanding of internal processes and tools.
- Computer proficiency.
- Problem-solving skills.
- Accuracy in data entry.
- Excellent fluency in the language to be supported.
- Experience in a phone-based remote role.
- Familiarity with computer technology.
- Time management skills.
- Ability to mentor and train new agents.
BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. We champion the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years.
