Customer Service Representative
Skills
About This Role
Key responsibilities
- Communication with customers in written and via phone with defined SLA (response time) and quality standards
- Keeping records of customer s interaction and contacts
- Researching required information using internal systems and resources
- Communication and coordination with CS Team members, internal departments, and GB offices
- Following-up in customer inquiries not immediately resolved
- Identifying and escalating priority issues
- Recommending process improvements
- Principal accountably
- Providing customers with correct and complete information
- Ensuring maintaining of KPIs and SLAs
- Ensuring the contact logging software is correctly used to allow reports and analysis
- Maintaining internal rules
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