Job Summary
The Customer Service Representative (Service Delivery) is responsible for delivering exceptional customer support by handling inquiries, resolving service-related concerns, and ensuring a seamless customer experience. The role focuses on meeting service level agreements (SLAs), maintaining high customer satisfaction, and supporting operational excellence through accurate and timely issue resolution.
Key Responsibilities
- Respond to customer inquiries via phone, email, chat, or other communication channels.
- Resolve customer concerns related to products, services, accounts, billing, or service requests.
- Provide accurate information regarding company policies, processes, and service offerings.
- Process customer requests, updates, cancellations, and account changes accurately.
- Escalate complex issues to the appropriate department while ensuring timely follow-up and resolution.
- Maintain detailed and accurate records of customer interactions in the CRM system.
- Meet or exceed key performance indicators (KPIs), including quality, productivity, customer satisfaction (CSAT), and adherence.
- Ensure compliance with company policies, data privacy regulations, and security procedures.
- Collaborate with internal teams to improve service delivery and customer experience.
- Identify recurring customer issues and recommend process improvements.
Qualifications
- High school diploma or equivalent; college education is an advantage.
- Excellent verbal and written communication skills.
- Strong problem-solving and critical-thinking abilities.
- Good computer navigation and data entry skills.
- Ability to multitask and work efficiently in a fast-paced environment.
- Willingness to work on shifting schedules, weekends, and holidays as required.
- Customer-focused with a positive attitude and professional demeanor.
