Customer Service Representative

5centsCDN Inc is a CDN company dedicated to providing A-grade services with flexible pricing. The Customer Service Representative will ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction.

Responsibilities:

• Resolve customer complaints via phone, email, mail, or social media
• Use telephones to reach out to customers and verify account information
• Greet customers warmly and ascertain the problem or reason for calling
• Cancel or upgrade accounts
• Assist with placement of orders, refunds, or exchanges
• Advise on company information
• Take payment information and other pertinent information such as addresses and phone numbers
• Place or cancel orders
• Answer questions about warranties or terms of sale
• Act as the company's gatekeeper
• Suggest solutions when a product malfunctions
• Handle product recalls
• Attempt to persuade the customer to reconsider the cancellation
• Inform customers of deals and promotions
• Sell products and services
• Utilize computer technology to handle high call volumes
• Work with the customer service manager to ensure proper customer service is being delivered
• Close out or open call records
• Compile reports on overall customer satisfaction
• Read from scripts
• Handle changes in policies or renewals
• Follow communication procedures, guidelines, and policies
• Take the extra mile to engage customers

Requirements:

• Proven customer support experience or experience as a client service representative
• Track record of over-achieving quotas
• 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 multitask, prioritize, and manage time effectively
• High school diploma