Customer Service Representative - Voice Support Role

This is a remote position.

Customer Account Management:

• Open and maintain customer accounts by recording account information.
  
• Ensure customers understand the benefits of their memberships.
  

Communication and Support:

• Handle inbound customer calls, ensuring queries are resolved efficiently and effectively.
  
• Manage incoming emails, web chats, tickets, and phone calls; provide clear communication back to the customer, site manager, or internal support team, as needed.
  
• Provide support through online chat, email, and video calls.
  

Complaint Resolution:

• Handle complaints, identify and assess customers’ needs, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution to achieve customer satisfaction.
  
• Greet customers warmly, and resolve complaints via phone, email, mail; go the extra mile for the customer.
  

Account Changes and Processing:

• Process cancelations, upgrades, downgrades, refunds, and chargebacks in a timely manner.
  
• Process refunds, exchanges, and other customer requests in line with company policies.
  
• Persuade customers to reconsider cancelations and inform customers of deals and promotions.
  

Administrative Tasks:

• Access and navigate the internal CRM to retrieve customer order details.
  
• Send out email and SMS quotes to customers.
  
• Escalate complex issues to the relevant department or senior staff.
  
• Document and log all interactions in the CRM system.
  

Knowledge and Training:

• Maintain a high level of product knowledge to provide accurate information to customers.
  
• Participate in regular training sessions to stay updated with product changes and company policies.
  

Requirements

• Strong written English and verbal communication skills.
  

• Proven experience in a voice support role or similar.
  

• Ability to multitask and manage multiple channels of communication.
  

• Noise-cancelling headset with a clear microphone.
  

• Familiarity with CRM systems and practices.
  

• Ability to work under pressure and handle challenging customer interactions.
  

• A positive attitude and a passion for delivering exceptional customer service.