Customer Service Representative (Call Center Agent) at Mshel Homes Ltd

Job Summary

We are seeking a friendly, professional, and detail-oriented Customer Service Representative to act as the voice of our company. In this role, you will be the first point of contact for our customers, handling inbound calls, resolving issues, and ensuring a positive experience with every interaction. The ideal candidate is an excellent communicator who can remain calm under pressure and turn frustrated callers into satisfied customers.

Key Responsibilities

• Inbound Call Handling: Manage a high volume of inbound calls in a professional and timely manner.
• Issue Resolution: Listen attentively to customer needs and concerns; troubleshoot problems, answer questions, and provide accurate solutions on the first call.
• Product/Service Knowledge: Develop and maintain a deep understanding of our products, services, policies, and procedures to provide accurate information.
• Data Entry: Accurately document customer interactions, transactions, comments, and complaints in the company CRM system.
• De-escalation: Handle difficult or irate customers with patience, empathy, and professionalism, working to de-escalate tension and find a fair resolution.
• Process Improvement: Identify common customer issues and communicate feedback to management to help improve processes and products.
• Upselling/Referrals (Optional): Where applicable, identify opportunities to introduce customers to additional products or services that may benefit them.
• Adherence to Schedule: Maintain excellent attendance and adhere to shift schedules to ensure optimal team coverage.

Qualifications and Skills

• Education: High School Diploma or equivalent required; some college preferred.
• Experience: Previous experience in a call center, retail, or customer service role is highly preferred.
• Communication: Exceptional verbal and written communication skills. Clear, articulate, and professional phone manner.
• Tech Savvy: Proficiency with computers; ability to quickly learn new software, CRM systems, and call center equipment. Typing speed.
• Problem-Solving: Strong critical thinking skills with the ability to think on your feet and find solutions quickly.
• Empathy: A genuine desire to help people and the ability to put yourself in the customer's shoes.
• Patience: Ability to remain calm, patient, and composed when handling challenging situations.
• Multitasking: Ability to navigate multiple systems and applications while actively listening to a customer.

Working Conditions

• Must be able to sit for extended periods while working on a computer and headset.
• Flexibility to work various shifts, (8 hours) including, weekends, and holidays as needed.