Purpose of Role: The role of Customer Service Representative is to manage customer interactions via the voice channel. As the first point of contact, the candidate will play a key role in resolving customer inquiries, providing accurate information, and delivering a professional and personalized phone support experience. This role requires excellent communication skills, patience, and a customer-first attitude.
Accountability & Responsibilities of Role:
Handle inbound and/or outbound calls to assist customers with inquiries, issues, and service requests.
Provide accurate, clear, and concise information regarding products, services, policies, or procedures.
Troubleshoot and resolve customer issues efficiently while maintaining a positive tone and demeanor.
Escalate complex or unresolved cases to the appropriate teams or supervisors when needed.
Document all customer interactions accurately in the CRM or ticketing system.
Follow defined scripts, guidelines, and compliance procedures where applicable.
Meet or exceed individual performance targets such as Average Handle Time (AHT), First Call
Resolution (FCR), and Customer Satisfaction (CSAT)
Position Requirements:
Key Competencies:
High School Certificate or Diploma.
Additional training or certification in Customer Service, Communication, or Call Center Operations is a plus
Work Experience:
1–3 years of experience in a voice-based customer support or call center role.
Experience with call center platforms (e.g., Avaya, Genesys, NICE inContact) preferred.
Familiarity with CRM systems and ticketing tools.
Exposure to industry-specific practices (e.g., telecom, retail, banking) is an advantage.
Proven ability to handle high call volumes with professionalism and empathy.
Strong problem-solving skills and ability to remain calm under pressure.
Experience in multi-channel support (e.g., chat, email) is a plus
Work Environment & Schedule:
• Rotational shifts including weekends or holidays, as needed.
• On-site
Key Competencies:
Networking & Influencing Collaboratively: Developing rapport with a diverse range of people. Building and leveraging networks horizontally and vertically. Proactively influencing and persuading others to gain support for initiatives. Maintaining collaborative stakeholder relationships.
Delivering Results & Fostering Ownership: Drive for improving business results and attaining higher levels of performance.
Building Customer Value: Gaining insights into internal and/or external customers’ experience. Anticipating their needs and demonstrating concern for satisfying them. Building productive customer relationships. Ensuring clear communication to customers on expectations and beyond.
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