Customer Service Representative
Skills
About This Role
Overview
With an incredible portfolio of food & beverage products, NFPC currently has an exciting opportunity for a talented
Customer Service Agent
to join our team.
Job Purpose
The purpose of this role is to professionally interact with customers and fulfil their enquiries directly or communicate the customers’ needs to the appropriate resource within the company in a timely and accurate manner.
The Customer Service Agent is expected to enhance the sales and service experience of the business unit’s customers by acting as a direct point of contact for its customers.
The role requires effective interaction with these customers to provide information in response to inquiries about products or services, and to handle all call center communication.
Responsibilities
- Build a strong positive relationship by going above and beyond with customer service, ensuring that all questions and confirmations are handled appropriately
- Provide relevant and accurate information to existing and potential customers
- Deliver quality service to the customers
- Ensure adequate information is given to the customers
- Cascade the problem to relevant resources when needed
- Handling a large volume of inbound calls promptly
- Follow communication scripts and use knowledge of the company’s products and services
- Identify customer needs, research issues, resolve complaints, and provide solutions
- Maintain ownership of calls throughout the lifecycle of a caller’s request, including follow-ups with the escalation team
Skills and Qualifications
- 2+ years of experience in a similar field
- Experience working in a call center or customer support environment
- Strong active listening and excellent verbal and written communication skills
- Strong problem-solving skills
- Ability to multitask and manage time effectively
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