This role focuses on providing new and existing customers with exceptional service related to general inquiries, specifically access issues, via email, chat, and phone. The ideal candidate will excel in communication, problem-solving, and maintaining a customer-first mindset.

The Customer Support Representative will be responsible for providing prompt and accurate responses to customer inquiries related to billing, service requests, suggestions, and complaints. They will resolve customer inquiries and complaints fairly and effectively, ensuring customer satisfaction. Additionally, the representative will offer comprehensive information about products and services to customers, identifying and capitalizing on upselling opportunities to maintain and increase income streams from customer relationships.

This role also involves recommending and implementing programs that support customer needs and enhance the overall customer experience. The representative will work closely with other teams to ensure seamless integration and achievement of objectives, recommending changes to improve efficiency and effectiveness of customer support operations. Maintaining detailed records of customer interactions and preparing customer activity reports are also key responsibilities.

The ideal candidate will have specialized skills or be multi-skilled, developed through job-related training and considerable on-the-job experience. They will complete work with a limited degree of supervision, demonstrating a high level of autonomy and accountability. Proficiency in a range of processes, procedures, and systems required to carry out assigned tasks is essential, as is the ability to apply knowledge of team integration to achieve objectives. The representative will provide informal guidance and support to team members, fostering a collaborative and supportive work environment.

The role requires strong problem-solving abilities, with the representative providing solutions to atypical problems based on proven practice or procedures. They will impact on the quality, timeliness, and effectiveness of the team’s work, recommending changes to improve efficiency and customer satisfaction. Strong communication and interpersonal skills are essential, as is the ability to explain job-specific information clearly and concisely.

Functional Accountabilities

• Respond promptly to customer inquiries via phone, email and or chat

• Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution

• Diagnose and troubleshoot customer issues effectively.

• Escalate unresolved issues to appropriate internal teams (e.g., CXC’s, CA’s, AM’s) when necessary.

• Maintain detailed records of customer interactions via OSVC

• Stay updated on product knowledge and company policies

• Educate customers on new products and services

• Participate in training sessions to enhance and refresh product knowledge

• Follow communication procedures, guidelines, and policies

• Contribute to team efforts by accomplishing related results as needed

• Identify and suggest possible improvements on procedures

• Adhere to and ensure compliance with company policies, procedures, and legal guidelines

• Protect customer information confidentiality and ensure data privacy.

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Job Specifications

Corporate Values - Advanced

• Passion for Winning

• Boundarylessness

• Customer Focus

• Innovation

• Valuing our People

Corporate Values - Advanced

1. Analytical Skills: Ability to approach a problem by using logical, systematic, sequential approach

2. Judgment & Acumen: Ability to perform with insight, acuteness & intelligence in the industry. Make decisions & act in situations in which there is not enough information to be certain of the outcome/implication of the decision

3. Flexibility & Adaptability: Ability to work effectively in a variety of situations, ability to objectively evaluate situations & understand variety of viewpoints

4.     Planning & Organizing: Ability to anticipate the implications & consequences of situations & to take appropriate action to be prepared for possible contingencies

Technical Competencies - Advanced

1.     Able to communicate promptly to customer inquiries via phone, email and or chat with excellent customer service skills.

2.     Proficient MS Tools, specifically Excel, Word etc.

Qualifications

• Bachelor’s Degree (in any field) or at least 2nd year college completed (with no back subjects/incomplete units)

• At least 1-2 year customer service in contact center environment or equivalent training (2 years preferred)

• Analytical and can quickly learn process and product specifics as well as adapt to constant changing processes and tasks

• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives

• Self-motivated with positive attitude.  Ability to follow strict guidelines and standard operating procedures a MUST

• Must ability to work quickly in a fast-paced environment; work well as a team member and work well independently

• Excellent written and verbal communication

• Excellent customer service skills

• Excellent in multi-tasking

• Willing to work on business unit holidays and/or render overtime when necessary