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Client Support Professional

2 months ago

Kennedy Space Center, United States Qualfon Full time
Job Summary

We are seeking a highly skilled and customer-focused Customer Service Representative to join our team at Qualfon. As a key member of our customer service team, you will be responsible for providing exceptional service to our clients, resolving product or service issues, and ensuring customer satisfaction.

Main Responsibilities
  1. Call Handling
  • Resolve product or service problems by accurately understanding the customer's issue.
  • Determine the cause of the problem, selecting the best solution, and explaining the resolution to the customer.
  • Answer product and/or service questions or concerns.
  • Troubleshoot technical issues using available tools.
  • Process customer orders and purchases.
  • Escalate issues to appropriate departments for timely resolution.
Complete Documentation
  • Create or update customer information in the client database during and after each call.
  • Accurately record every customer transaction or interaction.
  • Update customer information following established client guidelines.
  • Comply with client and PCI guidelines when handling customer information.
Adherence to Established Guidelines
  • Maintain a high level of professionalism when dealing with customers and clients.
  • Establish positive relationships with every customer.
  • Follow established work schedules.
  • Provide timely feedback on customer concerns.
Career Path and Account Trainings
  • Attend upskill trainings to enhance skills applicable to tier level.
  • Attend scheduled bucket trainings to stay updated on product and service information.
  • Be receptive to changes in company and client policies.
Performance Results
  • Adhere to operation/tier level performance goals.
  • Meet minimum goal of 70% on performance scorecard.
  • Adhere to client Zero Tolerance Policy (ZTP).
  • Achieve zero client audits.
Requirements
  • High school graduate or equivalent.
  • Good verbal and written communication skills.
  • Basic knowledge in computer navigation.
  • Listening skills.
  • Analytical skills.
  • Problem-solving skills.
  • Communication skills.
  • Technology skills (job-related technical skills).
  • Customer service skills.
  • Service mentality.
  • Conflict resolution skills.