Customer Service Representative at Turbham Limited

JOB DESCRIPTION: 
Interact with customers to provide and process information in response to inquiries, concerns and requests about products and services.

ROLES, RESPONSIBILITIES AND FUNCTIONS: 

• deal directly with customers either by telephone, electronically or face to face
• respond promptly to customer inquiries
• handle and resolve customer complaints
• Identify the appropriate response and strategy to solve customer issues as quickly as possible
• Relegate unique customer cases to supervisors or the appropriate department and provide context when necessary
• Be able to manage large amounts of phone calls, chats, emails, and other communication channels
• Assist customers on placement of orders, refunds, or exchanges
• Ensure customer satisfaction and maintain professional customer support 
• Place the customer at the center of the customer service experience
• Maintain a positive and friendly tone with customers at all times
• Recruit potential customers by recommending goods or services and demonstrating how they benefit the customer personally
• Establish new customer accounts and record account information, like phone numbers or addresses, on your digital platform
• Listen to customer complaints and try to identify the cause of their problem to your best ability
• effective communication skills including active listening, asking appropriate questions, clarifying the issues and expressing oneself clearly.
• analysis and problem assessment skills demonstrated by the ability to collect the necessary information to identify key issues and identify cause-effect relationships
• adaptability including the ability to perform efficiently in different environments and with diverse tasks and people
• stress tolerance and the ability to maintain satisfactory work standards under pressure
• in-depth product knowledge including proactive learning and understanding

Requirements: 

• Bachelor’s degree preferred
• Proven call center or customer service experience preferred with international organization
• Strong soft skills and communication skills
• Flexibility to work multiple shifts, including during the weekends or on holidays
• Must be willing to take part in required initial training
• Willingness to take and ability to pass background check and drug screening
• Can demonstrate empathy, listening skills, and speaking skills
• Basic understanding of office and computer systems/software
• Can succeed in a fast-paced work environment without being distracted during a customer interaction
• Willingness to become familiar with the products and services of the company
• Can work efficiently and manage time accordingly 
• Must have excellent organizational and multitasking skills

Key Skills and Competencies: 

• interpersonal skills
• communication skills- verbal and written
• listening skills
• problem analysis and problem-solving
• attention to detail and accuracy
• data collection and ordering
• customer service orientation
• adaptability
• initiative
• stress tolerance