Do you have a passion for solving problems and relate well with people? Are you talented at meeting and solving customers’ needs to their satisfaction?
Our client who is an EdTech company is looking for an organized, and friendly customer service agent to join their growing team and provide top-notch service to their customers across our various channels.
In this role, you will interact directly with customers to answer questions, solve problems, provide education, and maintain the company’s reputation for high-quality service.
Maintaining a positive, empathetic, and professional attitude toward customers at all times.
Keeping records of customer interactions, transactions, comments, and complaints.
Identify and assess customers' needs to achieve satisfaction.
Act as the company's gatekeeper.
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
Build sustainable relationships and trust with customer accounts through open and interactive communication.
Keep records of customer interactions, process customer accounts, and file documents.
Timely escalation of issues / bugs.
Other tasks as assigned by the Customer Success Manager.
Must have a tertiary degree.
Must have at least 3 years of proven work experience in a similar position.
Strong phone contact handling skills and active listening
Familiarity with CRM systems and practices
Customer orientation and ability to adapt / respond to different types of characters
Excellent communication and presentation skills
Ability to multitask, prioritize, and manage time effectively
Strong interpersonal and communication skills (both verbal and written)
Critical thinking skills, analytical and organized
Excellent management and leadership skills
Ability to upsell business to existing contacts.
Comfortable with computers
Experience working with customer support
Ability to stay calm when customers are stressed or upset.