Customer Service Representative at Elite Logistics & Development Services Limited

Job Brief

• We are looking for a customer-oriented service representative.

What does a Customer Service Representative do?:

• A Customer Service Representative, or CSR, will act as a liaison, provide product / services information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.
• The best CSRs are genuinely excited to help customers.
• They’re patient, empathetic, and passionately communicative.
• They love to talk and understand the value of good communication skills.
• Customer service representatives can put themselves in their customers’ shoes and advocate for them when necessary.
• Customer feedback is priceless, and these CSRs can gather that for you.
• Problem-solving also comes naturally to customer care specialists.
• They are confident at troubleshooting and investigate if they don’t have enough information to answer customer questions or resolve complaints.
• The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Responsibilities

• Manage large amounts of incoming phone calls.
• Generate sales leads.
• Identify and assess customers’ needs to achieve satisfaction.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Provide accurate, valid and complete information by using the right methods / tools.
• Meet personal / customer service team sales targets and call handling quotas.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts and file documents.
• Follow communication procedures, guidelines and policies.
• Take the extra mile to engage customers.

Requirements and Skills

• High school Diploma.
• Proven customer support experience or experience as a Client Service Representative.
• Track record of over-achieving quota.
• 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 multi-task, prioritize, and manage time effectively