Customer Service Representative (internal)

Job Title

Responsibilities:

Maintaining the quality of service by enforcing quality and customer service standards; analyzing and resolving quality and customer service problems; identifying trends; recommending system improvements to ensure efficiency and efficacy of the operation

Building and maintaining long-lasting relationships with customers

Verbal and written communication with customers via phone, email and Live Chat

Assisting with report quality and accuracy tracking (Logging and reporting inconsistencies when it comes to service output)

Overseeing the relationship with customers handled by your team

Mentor and train new team members in the Customer Success department

Creating effective customer service procedures, policies, and standards

Resolving customer complaints quickly and efficiently

Developing, coordinating, and enforcing systems, policies, procedures, and productivity standards

Other Ad hoc duties as requested

Requirements:

Possessing strong Integrity, Commitment, Adaptation, Respect and Excellence

Excellent verbal and written English communication skills

Applicant has to be Technology Operator as per categorization and in the company not less than 6 months

Extensive knowledge of our customer protocols

Exceptional customer service skills - ability to quickly react to problems when they occur

Result focused

Patience and the ability to remain calm in stressful situations

General attendance rate higher than 95% in the previous 6 months

Ability to accept constructive criticism and work well under pressure

Ability to work the rotational shifts

Being thorough and paying attention to detail

Possessing high emotional intelligence, in terms of good social skills, self-awareness, self-regulation and attentiveness

Efficiency and organizational skills

No disciplinary action in the previous year