CSR-Voice & Non voice account Bridgetowne site

Job Summary :

The Customer Service Representative (CSR) serves as the first point of contact for customers, providing assistance, information, and support related to products, services, and policies. The CSR ensures customer satisfaction by resolving inquiries efficiently and maintaining a positive company image through professional communication.

Key Responsibilities :

Respond to customer inquiries via phone, email, chat, or social media in a timely and professional manner.

Provide accurate information about products, services, and company policies.

Handle and resolve customer complaints, escalating complex issues to the appropriate department when necessary.

Maintain detailed and accurate records of customer interactions in the company’s CRM system.

Follow up with customers to ensure their issues are resolved and they are satisfied with the service provided.

Collaborate with other departments (e.g., sales, technical support, billing) to ensure customer needs are met.

Meet or exceed individual and team performance metrics (e.g., response time, satisfaction ratings).

Stay updated on company offerings, procedures, and promotions to provide up-to-date information to customers.

Suggest improvements to processes or services based on customer feedback.

Qualifications :

High school diploma or equivalent; associate’s or bachelor’s degree preferred.

Previous experience in customer service, call center, or related field is an asset.

Excellent communication (verbal and written) and interpersonal skills.

Strong problem-solving, listening, and conflict-resolution abilities.

Proficiency in basic computer applications and CRM systems.

Ability to multitask and work under pressure in a fast-paced environment.

Positive attitude and commitment to providing exceptional customer service.

Key Competencies :

Customer-focused mindset

Empathy and patience

Adaptability and flexibility

Team collaboration

Attention to detail

Time management