- Manage large numbers of inbound and outbound calls in a timely manner.
- Respond appropriately to customers’ emails and calls.
- Follow communication “scripts” when handling different topics.
- Identify customers’ needs, clarify information, investigate and provide relevant solutions.
- Seize opportunities to upsell the company’s product when they arise.
- Build sustainable relationships and engage customers by going the extra mile.
- Keep records of all conversations in our call center database in a comprehensible way.
- Meet personal/team qualitative and quantitative targets.
- De-escalate situations involving dissatisfied customers, offering patient assistance and support.
- Guide customers through troubleshooting and using products or services.
- Manage and train other members of your team to improve customer service.
- Diligently perform other official tasks assigned to you.
Who you are
- Bachelor’s degree.
- At least 3 years of experience in a CSR position, ideally from fintech, financial services or telecom sectors.
- Experience as a team leader will be an advantage.
- Proficient in Microsoft Office applications.
- Experience working with help-desk management tools (Zendesk, Freshdesk, etc.) – an advantage.
- Strong written and verbal communication and strong active listening skills.
- Exceptional interpersonal and rapport building skills.
- A patient and empathetic attitude.
- Strong time management and organizational skills.
- Ability to work in a fast-paced environment.
- Unquestionable integrity in handling sensitive and confidential information.
- Comfortable working during the weekend.
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