Associate- Customer service

About the Role

Voice Customer Service Representative

Key Responsibilities

• Handle a high volume of inbound/outbound customer calls in a professional and courteous manner.
  
• Listen actively to customers' questions, concerns, and requests, and provide prompt, accurate solutions.
  
• Troubleshoot issues and offer guidance based on company policies and procedures.
  
• Document customer interactions and update CRM systems accurately.
  
• Follow call scripts, quality guidelines, and compliance standards.
  
• Escalate complex issues to the relevant departments when necessary.
  
• Meet or exceed performance metrics such as call quality, customer satisfaction, and response time.
  
• Maintain knowledge of products, services, promotions, and processes.
  
• Ensure customer privacy and data confidentiality at all times.
  

Qualifications

• High school diploma or equivalent; college education is a plus.
  
• Previous experience in customer service or call center roles preferred.
  
• Excellent verbal communication and active listening skills.
  
• Strong problem-solving abilities and attention to detail.
  
• Ability to remain calm under pressure and handle difficult calls professionally.
  
• Proficiency in using computers and CRM or call center systems.
  
• Willingness to work flexible shifts, including weekends or evenings if required.
  

Key Competencies

• Customer-oriented mindset
  
• Patience and empathy
  
• Clear and confident speaking voice
  
• Multitasking and time management
  
• Team collaboration
  
• Adaptability