Customer Service Representative / Agent

Job Description

To act as a liaison, provide product/services information, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

Responsibilities

• Genuinely excited to help customers.
• Ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction.
• Manage large amounts of emails and incoming calls.
• Generate sales leads.
• Identify and assess customers’ needs to achieve satisfaction.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Provide accurate, valid, and complete information by using the right methods/tools.
• Meet personal/customer service team sales targets and call handling quotas.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts and file documents.
• Follow communication procedures, guidelines, and policies.
• Take the extra mile to engage customers.
  
  

• Proven customer support experience or experience as a client service representative, must have at least 1 year experience in a customer service role.
• Fluent in English and French is a must.
• Ability to work under pressure and meet deadlines.
• Strong phone contact handling skills and active listening.
• Familiarity with ERP/ CRM systems and practices.
• Customer orientation and ability to adapt/respond to different types of characters.
• Excellent communication and presentation skills.
• Ability to multi-task, prioritize, and manage time effectively.