Customer Service Representative (CSR)  

The Associate is responsible for developing and maintaining partnerships to generate and increase business by serving as a front line customer service contact for clients. This includes but not limited to:

• Provides assistance by resolving customer inquiries to achieve customer satisfaction and substantially contribute to the company’s sales volume goals.
• Analyzing the customer’s needs by suggesting alternate products as a replacement for out of stock items.
• Provides initiative in delivering administrative assistance to the team.
• Recommend improvements to existing methods and systems to increase the accuracy, efficiency, and responsiveness of the customer service department as a whole.
• Exhibits strong ownership and accountability in the mailbox and all tasks assigned. Strong attention to details and adhere on all updates/changes on the process. Demonstrate initiatives to handle and complete projects.

Critical Functions

Client Service. Work Percentage: 50%

• Attracts potential customers by answering product and service inquiries.
• Act as a primary customer resource for calls and e-mails to fulfill client’s requests for information.
• Administers and maintains customer records by updating account information.
• Ensures 100% customer satisfaction to contribute to the company’s goals.
• Provide resolution of standard issues within the defined SLA.
• Clarifying the customer's complaint, determining the cause of the problem and provides prompt resolution to customer inquiries by providing appropriate and accurate information.
• Assists customer in placing and issuing a CS ticket.
• Analyzes transactions, adjusts errors, creates timely return authorizations & ensures correct resolution.
• Expediting corrections or adjustments by conducting basic research and following up to ensure resolution.

Ensures Proper Customer Process. Work percentage: 30%

• Provides timely and accurate information to incoming customer order status and product knowledge requests.
• Recommends potential and alternate products or services, order changes & claims by collecting customer information and analyzing customer needs.
• Provides timely feedback to the company regarding service failures or customer concerns.
• Partners with the sales team to meet and exceed customer’s service expectations.
• Uses sound judgment in decision making to achieve daily goals and to know when to escalate issues to the supervisor.
• Provide proper documentation on the order or claims handled.

Education/Training:

• Some College.

Background/Experience:

• At least 1-year comparable Customer Service experience acquired from BPO is required.
• Professional, effective telephone techniques and customer care.

Skilled in:

• Strong verbal, written and grammatical.
• Strong English communication skills required.
• Skill in Data Entry.

Ability to:

• Multi-task
• Respond to rapid change.
• Organize, prioritize and perform work with moderate supervision.