We are searching for polite, professional Customer Service Call Center Agents to represent our clients professionally by providing remarkable service to their customers via phone. The Customer Service Call Center Agent may handle a high volume of inbound or outbound calls and should seek to create a positive experience for each caller. Customer Service Call Center Agents will listen to customers to understand the reason for their call, address all inquiries and provde an accurate and efficient response.

Responsibilities include:

Must demonstrate excellent voice quality, inflection and present a professional, courteous, patient demeanor. The ability to maintain a confident, friendly and helpful tone in conversation.
Demonstrate excellent communication and customer service skills. Taking ownership in assisting, researching, educating and resolving customer issues.
Solutions Oriented, supporting one-call-resolution. Able to use tools, knowledge, skills and resources to effectively research, provide complete and accurate information with a goal of resolving the customer’s reason for calling.
Able to understand and implement new information and procedures efficiently and professionally
Able to understand detailed policies, process steps and procedures. Able to explain information in a manner which is easily understood.
Excellent computer navigation and data entry skills – Agents will utilize multiple systems to access customer information, research issues, educate and solve the customer’s reason from calling.
Ability to multi-task efficiently – Able to navigate system and seamlessly converse in a friendly tone.
Able to de-escalate and handle difficult Customers situations.
Will handle and hold secure confidential and sensitive customer information
Open to coaching and feedback focused on call efficiency and continuous improvement in providing an exceptional customer experience.
Goal oriented - can work in a team environment to meet individual and team Customer Service quality and call handling goals.
May be asked to assist with other program support including chat, social media, outbound and other support initiatives.

Qualifications/ Experience/ Requirements

Minimum High school graduate or equivalent, completed CXC / CAPE
Minimum 6 months of Contact Center or other Customer Service experience
Excellent computer & web navigation skills
Accurate data input skills - must work with multiple systems to research, provide basic troubleshooting and resolve customer issues.
Accuracy and timeliness in entering and confirming information - Type min 25 WPM
Excellent communication skills – easy to understand – confident & friendly tone
Handle sensitive and confidential Customer information appropriately

Customer Service Representative

About iQor US