Customer Service Representative – Fixed Term

Summary:

Join our team as a Customer Service Representative, where you’ll be the first point of contact for our valued customers. This role involves assisting customers with inquiries, resolving issues, and providing exceptional service. Ideal for individuals who are passionate about helping others and thrive in a dynamic environment.

Responsibilities:

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Resolve customer issues and complaints effectively, ensuring customer satisfaction.
• Maintain accurate records of customer interactions and transactions.
• Provide product and service information to customers, guiding them through their options.
• Collaborate with team members to improve service delivery and customer experience.
• Follow up with customers to ensure their issues have been resolved satisfactorily.
• Adhere to company policies and procedures while delivering exceptional customer service.

Qualifications:

• High school diploma or equivalent; further education in customer service or related field is an advantage.
• Previous experience in a customer service role is preferred.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Ability to work effectively in a fast-paced environment.
• Proficiency in using customer service software and Microsoft Office Suite.
• A positive attitude and a passion for helping others.

KPIs

• Minimum 20 contacts per hour, outbound when inbound call volume is down. Outbounding is to our existing customer list with offers. Booking rate should around 10%.
• Inbound calls booking rate 90%.
• Team target – fill our 3 day call board (book minimum number of calls needed)

Opportunity to earn bonuses and if suitable get into inside sales space which involves competitive additional bonuses.

Ideal:

Knowledge of Service Titan application and Microsoft office suite.