Customer Service Representative

at  Proteor

REQUIRED SKILLS/ABILITIES

• Excellent communication and presentation skills
• Customer orientation and ability to adapt/respond to different types of characters/personalities
• Ability to multi-task, prioritize and manage time effectively
• Strong phone contact handling skills and active listening
• Basic computer skills and experience with tracking and recording call information, filing documents or updating customer profiles/accounts
• Familiarity with Microsoft Office
• Familiarity with CRM systems and practices

EDUCATION AND EXPERIENCE

• High school diploma or equivalent; college degree preferred
• Four years of previous experience in customer support, client services, or a related field

PHYSICAL REQUIREMENTS

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at a time.

• Able to think fast, find answers, and respond quickly to customer concerns, all with a polite, empathic, and professional voice and manner
• Follow communication procedures, guidelines, and policies
• Follow established phone scripts
• Answer and manage large volumes of incoming calls, emails, chats, and interactive voice response systems
• Open and maintain customer accounts by recording account information
• Identify and assess customers’ needs to achieve satisfaction
• Resolve customer complaints via phone, email, mail, or social media
• Reach out to customers and verify account information
• Build sustainable relationships of trust through open and interactive communication
• Provide accurate, valid, and complete information by using the correct methods/tools
• Handle customer issues, provide appropriate solutions and alternatives within the time limits and follow up to ensure the solution
• Resolve product or service issues by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem;
• Keep records of customer interactions, process customer accounts, and file documents
• Assist with the placement of orders, refunds, or exchanges
• Answer questions about warranties and terms of sale
• Advise on company and product information
• Inform customers of deals and promotions
• Up-sell and cross-sell products
• Prepare product or service reports by collecting and analyzing customer information
• Compile reports on overall customer satisfaction
• Go the extra mile to engage customers
  Requirements: