
Customer Service Liaison
1 week ago
We are seeking a skilled English Language Representative to handle customer inquiries and provide support across voice and digital channels.
- Key Responsibilities:
- Respond to inbound customer calls in a professional manner, addressing inquiries, complaints, and technical issues.
- Provide clear, accurate, and timely information regarding products and services in English.
- Assist customers in troubleshooting problems and guiding them through solutions over the phone.
- Maintain a high level of service excellence on all calls.
- Customer Support:
- Handle customer requests via email, live chat, and other digital channels, ensuring prompt and accurate responses.
- Maintain thorough documentation of customer interactions and resolutions in English.
- Collaborate with other departments (e.g., technical, sales, or billing teams) to address complex customer issues.
- Issue Resolution:
- Effectively resolve customer issues in a timely and professional manner, ensuring customer satisfaction.
- Identify recurring issues and collaborate with the appropriate teams to suggest improvements.
- Multitasking and Efficiency:
- Manage multiple customer inquiries simultaneously across voice and non-voice channels without compromising the quality of service.
- Maintain key performance metrics such as response time, resolution time, customer satisfaction, and first call resolution.
- Knowledge Management:
- Stay up to date with product information, policies, and procedures.
- Provide accurate feedback to management on common customer issues or areas for improvement.
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