Senior Customer Service Professional
1 week ago
Deliver Exceptional Customer ServiceAt Triple, we are committed to providing unparalleled customer service experiences. Our team is comprised of highly skilled professionals who excel in:Selectively recruiting top talent for our clientsDelivering rigorous training programs for peak performanceProviding superior account management for seamless operationsWe redefine the essence of remote hiring by embracing professionalism and efficiency.Job SummaryThis full-time remote role as a Senior Customer Service Representative is responsible for providing excellent customer service through calls, handling inquiries, resolving issues, and ensuring customer satisfaction.The Representative will maintain accurate customer records in the CRM system, achieve customer service targets and goals, and communicate customer feedback to the management team.Key ResponsibilitiesCustomer Interaction: Communicate with customers via phone, email, and chat, demonstrating empathy, active listening, and professionalism at all times.Issue Resolution: Identify customer concerns and find effective solutions, aiming for first-contact resolution whenever possible, while adhering to company policies and guidelines.Product Knowledge: Maintain a deep understanding of the products or services to answer customer queries and provide appropriate recommendations accurately.Documentation: Accurately record customer interactions, transactions, and issues in the CRM system, ensuring a comprehensive record of customer interactions.Problem-Solving: Analyze complex situations, think critically, and take proactive steps to resolve issues, collaborating with other departments when necessary.Compliance: Adhere to company policies, industry regulations, and ethical standards, ensuring customer data privacy and security.Continuous Improvement: Participate in ongoing training and development programs to enhance your skills and knowledge, contributing to improving customer service processes.Feedback Handling: Gather customer feedback and report recurring issues or suggestions to the appropriate teams for process improvement.Team Collaboration: Collaborate with fellow team members to share insights, knowledge, and best practices, fostering a supportive work environment.Qualifications and SkillsCustomer Support, Customer Satisfaction, and Customer Experience skillsExcellent problem-solving and analytical skillsAbility to multitask and prioritize workload in a fast-paced environmentExperience with CRM systems and contact center technologiesExcellent verbal and written communication skillsAbility to work independently and remotelyA bachelor's degree or higher in a related field is preferredExperience in a customer service or contact center environment is preferredSchedule and Work EnvironmentThis role requires working rotational shifts in Eastern Time - 6:30 p.m. - 3:30 a.m. IST or Pacific Time - 9:30 p.m. - 6:30 a.m. IST.A quiet and brightly illuminated work environment is required along with specific equipment such as a laptop with a Minimum of 8GB RAM, an i5 8th-gen processor, a 720P Webcam, and Headset. A reliable ISP with a minimum speed of 100 Mbps and a smartphone are also essential.
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