CUSTOMER SERVICE REPRESENTATIVE-VOICE

JOB SUMMARY:

A customer service representative supports customers by providing helpful information, answering questions, and responding to complaints. They are the front line of support for clients and customers and they help ensure that customers are satisfied with products, services, and features.

A customer service representative, or CSR, will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

SPECIFIC DUTIES AND RESPONSIBILITIES:

• Answering or making calls to clients to learn about and address their needs, complaints, or other issues within STARPAY services.
• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
• Engaging in active listening with callers, confirming or clarifying information, and diffusing irate clients, as needed. Making recommendations for services that may better suit client needs.
• Building lasting relationships with clients and other team members based on trust and reliability.
• Utilizing software, databases, scripts, and tools appropriately.
• Understanding metrics and committing to achieving or surpassing them through outstanding, consistent customer service.
• Adhering to all company policies and procedures.
• Performs other tasks that may be assigned from time to time.
• Initiate outbound calls to customers to update and follow up on their inquiries, concerns, or recent interactions.

CUSTOMER SERVICE REPRESENTATIVE NON-VOICE

JOB SUMMARY:

A customer service representative supports customers by providing helpful information, answering questions, and responding to complaints. They are the front line of support for clients and customers and they help ensure that customers are satisfied with products, services, and features.

A customer service representative, or CSR, will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

SPECIFIC DUTIES AND RESPONSIBILITIES:

• Read and comprehend the customer’s concerns and address their needs raised through the official social media platforms within STARPAY services
• Discover solutions using tools & resources to help resolve the customer’s problems with speed & accuracy.
• Provide timely responses to customer inquiries based on pre-determined scripts & procedures.
• Identify & promote clear guidance on how customers can upgrade their level.
• Communicates with other departments to answer customers’ inquiries, solve their problems and fulfill their needs.
• Understanding metrics and committing to achieving or surpassing them through outstanding, consistent customer service.
• Adhering to all company policies and procedures.
• Performs other tasks that may be assigned from time to time.

SUMMARY OF ACCOUNTABILITIES: (CUSTOMER SERVICE REPRESENTATIVE-VOICE AND NON-VOICE)

• Take full ownership and accountability to facilitate an excellent customer experience.
• Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Responsible for ensuring that the company’s customers receive an adequate level of service or help with their questions and concerns
• Able to work independently within specified time constraints.
• Adherence to quality standards, meeting performance goals set by management.
• Consistently meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
• Is consistently at work and on time; Ensures work responsibilities are covered when absent.
• Follows instructions, responds to supervisor/management direction; Takes responsibility for own actions; Keeps commitments; Completes tasks on time or notifies appropriate person with an alternate plan.
• Follows policies and procedures; Completes administrative tasks correctly and on time; supports organization's goals and values.

BASIC QUALIFICATIONS:

Education/Trade Qualification

An associate or bachelor’s degree

Relevant Experience

One year customer service work experience preferred

Skills and Abilities

• Working knowledge of Microsoft Word and Excel.
• Excellent Customer Service skills

Please refer to job description.