We are currently seeking an experienced customer-oriented professional to join our team as a Customer Service Representative. This role offers a unique opportunity to combine your exceptional customer service skills with management experience, as you will have the potential to oversee a team of dedicated customer service associates once training is complete. If you have a proven track record in client service and leadership, the Customer Service Representative role is an exciting opportunity to contribute to our organization's success.
Customer Service Representative Responsibilities :
- Serve as our valued clients' primary point of contact, providing exceptional support and building strong relationships.
- Understand clients' needs, requirements, and objectives, and proactively offer customized solutions to meet their expectations.
- Lead and manage a team of customer service representatives providing guidance, coaching, and support to ensure service excellence.
- Conduct performance evaluations, set goals, and develop training programs to enhance the Customer Service Representative team's skills and productivity.
- Collaborate with cross-functional teams to ensure seamless service delivery, resolve client issues, and exceed customer satisfaction goals.
- Develop and maintain client service standards, policies, and procedures to ensure consistency and continuous improvement.
- Stay updated on industry trends, market dynamics, and competitive landscape to provide insights and contribute to business growth strategies.
- Handle escalated client inquiries and complaints, ensuring swift resolution and maintaining client satisfaction.
- Foster a positive and collaborative team culture for our Customer Service Representatives, promoting a customer-centric mindset and driving employee engagement.
Customer Service Representative Requirements:
- Bachelor's degree in Business, Marketing, or a related field OR
- Proven experience in client service or customer support, and management experience is considered a plus
- Excellent communication and interpersonal skills, with the ability to build rapport and effectively communicate with clients and team members.
- Strong leadership abilities, with the capacity to motivate and develop a high-performing team.
- Exceptional problem-solving skills and the ability to handle challenging situations with diplomacy and professionalism.
- Strong organizational and time management skills, with the ability to prioritize and meet deadlines.
- Ability to adapt to a fast-paced and evolving environment.