Customer Service Representative

JOB SUMMARY

The overall responsibility of a Customer Service Representative is to liaise between customers and the

company. Assists with complaints orders errors account questions billing cancellations and other

queries.

The role will be analytical and problem solving skills are needed to be able to discern a CLEAR AND ACCURATE understanding of the information given. The role must ensure the accuracy of all data and other related information. Your detailed duties and responsibilities will be discussed by your Team Leader.

RESPONSIBILITIES

Provide professional and efficient customer service as guided by the defines process and

procedures

Take ownership of customer issues and see problems through issue resolution

Understand customer s needs by actively listening and asking the right probing questions

Manage the customer accounts

Address billing issues and concerns

Attend to payment concerns

Perform basic troubleshooting

Follow standard procedures for proper escalations of unresolved issues.

Prepare accurate and timely reports

Updates job knowledge by participating in training opportunities; reading job aids and

updates

REQUIREMENTS

At least a year of experience in providing customer support over the phone preferably for a

telco account

Ability to probe effectively and diagnose root cause of problems or issues

Excellent customer service and active listening skills

Excellent English communication skills both written and verbal

Strong computer skills especially word processing and spreadsheet programs

Experience in using a CRM

Ability and willingness to learn quickly