Customer Relations Specialist
2 weeks ago
Job Overview:
As a Client Service Representative, you will serve as a crucial connection between our organization and our valued customers. Your role is pivotal in guaranteeing customer satisfaction through effective issue resolution, complaint management, and inquiry handling.
Core Responsibilities:
Client Interaction Management:
Provide exceptional service by managing incoming calls, chats, and ensuring timely updates on cases.
Identifying Customer Requirements:
Assess customer needs, clarify details, and investigate any concerns they may have. Offer solutions using the Netchex system or alternative methods when necessary.
Documentation:
Keep accurate and detailed records of all communications in our contact management system.
Ongoing Development:
Participate in training sessions to broaden your knowledge and enhance your performance.
Achieving Objectives:
Aim to fulfill both qualitative and quantitative goals established for yourself or your team.
Client Guidance:
Training may encompass, but is not limited to, offering assistance over the phone, dispatching instructional documents, and directing clients to self-service platforms.
Client Response Coordination:
Collaborate with fellow client service representatives and/or various departments within Netchex to ensure client requests are addressed appropriately and promptly.
Adaptability:
Perform additional tasks as assigned.
Required Qualifications:
Technical Skills:
Proficient in computer applications with the capability to learn new software.
Experience:
Prior experience in a customer service capacity is advantageous.
Communication Skills:
Excellent verbal and written communication abilities, coupled with active listening skills. Capable of de-escalating customer issues while resolving dissatisfaction.
Familiarity with CRM:
Understanding of CRM systems and methodologies.
Flexibility:
Ability to adjust to various personality types and manage diverse customer scenarios.
Time Management:
Proficient in multitasking, prioritizing, and managing time effectively.
Education:
High school diploma.
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