Customer Service Representatives at Sunrose Consulting

Job Summary 

• Reporting to the Customer Service Lead, you will be the first point of contact for the Company’s clients, ensuring that their needs are met with professionalism and a friendly attitude.
• You will handle customer inquiries, troubleshoot issues, follow up with clients, and welcome new users and drivers to the platform, ensuring satisfaction and engagement.
• This role requires someone who is approachable, proactive, and able to chat or call clients on short notice, providing excellent customer service across the Company’s platform.

Key Responsibilities

• Customer Assistance: Provide prompt, professional, and friendly support to customers via chat, calls, and emails. Address their inquiries, resolve issues, and guide them through the Company’s platform.
• Follow-up: Consistently follow up with customers to ensure their problems are resolved and that they are satisfied with the service.
• Engage New Users: Welcome all new users to the platform, offering assistance as needed, and encourage them to explore The Company Connections to maximize the benefits. After engaging, connect them to an account officer for continued support.
• Driver Support: For new drivers, welcome them, guide them to schedule and attend vehicle inspections, and follow up via chats and calls to ensure the inspections are completed on time. If necessary, connect them to an account officer to facilitate faster vehicle inspections.
• Availability: Be available to handle customer interactions for up to 12 hours a day, including at short notice for chat or phone calls.
• Issue Resolution: Manage and resolve customer complaints in a timely and effective manner. Escalate more complex issues to the appropriate departments.
• Client Satisfaction: Ensure every customer interaction leaves the client feeling valued and well-supported, contributing to high customer retention and satisfaction.
• Product Knowledge: Stay up to date with all features of the Company’s platform to assist customers with any questions or issues they may have.
• End-to-End Service: Provide a seamless experience from initial contact to issue resolution, ensuring all customer needs are met.
• Collaboration: Work closely with other departments, such as technical support and operations, to ensure that customer problems are resolved efficiently.
• Record Keeping: Maintain accurate records of customer interactions, issues, and resolutions for tracking purposes.

Requirements

• Proven Experience: At least 2 years of experience in customer service or a similar role, preferably in the technology or transportation industry.
• Excellent Communication Skills: Strong verbal and written communication skills. Ability to chat and call customers professionally and clearly.
• Friendly and Approachable: A warm, friendly attitude with a customer-first mindset.
• Time Management: Ability to manage time efficiently, juggling multiple customer interactions and ensuring timely follow-ups.
• Problem-Solving Skills: Strong problem-solving abilities to resolve customer issues effectively and independently.
• Technical Savvy: Ability to quickly learn and navigate the Company’s platform and related technology tools to assist customers.
• Availability: Flexibility to be available for 12-hour shifts and respond to customer inquiries at short notice.
• High Attention to Detail: Ensure accurate record-keeping and thorough follow-ups to guarantee customer satisfaction.
• Team Player: Ability to work independently while also collaborating with teams across the company to deliver the best customer experience.