A Customer Service Representative supports customers by providing helpful information, answering questions, and resolving product or service issues.A CSR should possess qualities that help him be effective at his job –problem solving, relationship building, good communication skills, and empathy.
Job Responsibilities :
• Coordinate the processing and delivery of all customer orders. Ensure that customers have acknowledged the complete delivery of all their orders.
• Respond to and provide information to customer inquiries
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Communicate with clients via phone call, email, face-to-face, and other channels to provide step-by-step solutions in resolving product or service issues
• Troubleshoot product components (hardware, software) to identify and resolve issues reported by customers
• Conduct research to obtain information useful in addressing customer issues
• Collaborate with other members/groups in the company to resolve customer issues
• Escalate and coordinate the resolution of issues with suppliers or partners
• Pro-actively monitor the GPS service and resolve any immediate issues
• Identify upselling opportunities to facilitate sales of company products/services
• Participate in the development of training documents, manuals, procedures, and solution articles
• Record all customer inquiries and issues including the actions and resolutions taken to address the problem.
• Ensure compliance to internal reporting requirements
Qualifications:
• Candidate must have a Bachelor’s/College Degree
• At least with 2 years of work experience in any or a combination of the following - customer service, call center support, sales, account management, IT support
• Good English communication skills
• For Vismin offices
: Bisaya speaking is a must