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Multichannel Customer Engagement Representative

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Customer Service Specialist

We are seeking a skilled Customer Service Specialist to manage both inbound and outbound customer interactions. The ideal candidate will be responsible for handling a wide range of customer service inquiries, resolving issues, and conducting proactive outreach to meet business objectives.

Key Responsibilities
  • Handle inbound calls from customers, addressing their questions, concerns, and service requests with professionalism and efficiency.
  • Make outbound calls to follow up on customer inquiries, conduct surveys, or inform customers about new products or services.
  • Provide accurate and comprehensive information to customers, ensuring a high level of first-call resolution.
  • Document all customer interactions, including details of the inquiry and the resolution, in the customer relationship management (CRM) system.
  • Collaborate with other team members and departments to escalate complex issues and ensure a seamless customer experience.
  • Meet and exceed key performance indicators (KPIs) related to call volume, quality, and customer satisfaction.
Required Skills and Qualifications
  • Excellent verbal communication and active listening skills.
  • The ability to switch between inbound and outbound calling tasks with ease.
  • A strong customer-centric mindset with a positive and patient demeanor.
  • Proficiency in using computer systems and CRM software.
  • Strong problem-solving and conflict-resolution abilities.
  • The ability to work efficiently in a fast-paced environment.
  • A commitment to maintaining a high standard of quality in all interactions.
Benefits of Working with Us
  • Opportunities for professional growth and development.
  • A dynamic and supportive work environment.
  • Competitive compensation and benefits package.