Customer Service Associate at Crowdforce

Summary

• This role will require you to handle customer complaints, provide appropriate solutions and alternatives within the time limit. Follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts, and file documents.
• Follow the communication procedures, guidelines and policies. Take the extra mile to engage customers.

Principal Duties / Tasks and Responsibilities

• Responding to customer queries in a timely and effective manner, via phone, email, social media, or chat application.
• Identifying customer needs and taking proactive steps to maintain positive experience
• Documenting processes such as customer complaints and compliments.
• Escalating technical issues to the appropriate department and following up for feedback.
• Answering questions about companies product and services
• Informing customers about additional products or services
• Ensuring that customers at all times are satisfied with our product and services
• Ability to work in a fast paced environment
• Build strong and lasting relationships with customers and provide excellent customer service experience.
• Engage in constructive problem resolution  and provide solutions.
• Act and communicate proactively, Keeping customers informed of any issues or changes.
• Willingness to accept responsibility
• Taking ownership of calls and resolution process
• Interpersonal skill and team player, able to collaborate with colleagues across different functions
• Manage customer details in confidentiality.

Education /Certifications / Experience

• Minimum of a Bachelor’s Degree in Arts / Humanities, Mass Communication or Social Sciences
• Minimum of 1 year of working experience in a similar position
• Good use of Microsoft Office Suite (Microsoft, Word, Excel and PowerPoint)
• Good knowledge of CX and CRM software such as Freshdesk and 3CX
• Knowledge of online customer engagement platforms and channel
• Preferably a Male candidate.

Functional Competencies:

• Empathy
• Interpersonal skills
• Customer Centric
• Good communications skills (verbal & written) and active listening
• Calm and professional disposition.

Benefits

• Competitive salary 
• Hybrid Work
• The opportunity to work with great minds.
• Being part of a small, super-dedicated group of very skilled and fun people.
• Paid Maternity Leave
• Paid Paternity Leave
• Health Insurance
• Professional Development stipend
• People Life event package.
• Monthly Internet stipend.