Customer Service Agent

Position Summary:

The Customer Service Agent is responsible for delivering outstanding customer service by interacting with customers to provide information in response to inquiries about products and services, handle and resolve complaints, ensure a positive customer experience and collaborate other functions to fine-tune customer experience and contribute to a high customer lifetime value.

Essential Duties and Responsibilities:

• Answers phone calls, emails and chats per day from customers and identify the type of assistance the customer needs.

• Asks appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems.

• Researches complex issues across multiple databases and works with support resources to resolve customer issues and/or partner with others to resolve or escalate issues.

• Able to research complex issues across multiple databases.

• Calmly attempts to resolve and de-escalate any issues.

• Escalates calls to supervisor when necessary and appropriate.

• Responds to requests for assistance and/or possible processing of credit card authorizations

• Tracks call-related information for auditing and reporting purposes.

• Provides feedback reports on call issues related to downtime and/or training issues.

Direct Reports:

N/A

Requirements:

• Education and/or Work Experience:

• High School Diploma or GED required, college degree preferred.
• Customer service experience a plus.
• Phone-related customer service a major plus.
• Familiarity with Microsoft Windows, Word, and Excel applications
• Bilingual Turkish and English.
• Competencies/Qualifications (Knowledge, Skills and Abilities):

• Stellar customer service skills - and an overwhelming desire to make lives better, one interaction at a time.
• Ability to use phone and computer systems.
• Excellent oral and written communication skills.
• Strong listening/comprehension skills.
• Ability to stay composed and objective.
• Conversational, patient and confident, with a positive attitude.
• Other Condition:
• Ability to work overtime as needed

Click here to apply for the Customer Service Agent position