What are the responsibilities and job description for the Customer Service Representative position at Firstsource?
Remote Customer Service Representative
Provide customer support to consumers via telephone and/or Internet, e.g., instant message, email. Handle customer inquiries and resolve simple and basic support issues, such as address changes, processing orders, warranty or billing/payment. For product or service-related issues, will move customer to appropriate Product Support Specialist.
Job Description
GENERAL DUTIES & RESPONSIBILITIES
* Provides customer support by phone, email or instant message to consumers. Serves as primary contact for inbound customer issues. Escalates more technical product-related issues to proper Product Support department.
* Processes a high volume of consumer inquiries of our products and services and resolves a targeted percentage of those inquiries.
* Troubleshoots customer problems, identifies root cause of problem and uses tool and resources appropriately to determine how to resolve customer problems.
* When unable to resolve problems in a reasonable amount of time, will escalate to appropriate resource. Follows up on escalated issues with coaching and mentoring to learn appropriate solution and expand overall knowledge.
* Tracks and documents inbound support requests and ensures proper notation of customer problems or issues.
* Updates customer information and ensures accurate entry of contact information.
* Meets standards of job, such as quality standards, adherence to schedule and average handle time.
* May provide guidance and/or mentoring to less experienced Customer Service Associates - Consumer.
* Other related duties assigned as needed.
EDUCATION REQUIREMENTS
High school diploma or GED
GENERAL KNOWLEDGE, SKILLS & ABILITIES
* Knowledge of the company's products, services and business operations to enable resolution of customer inquiries
* Excellent customer service skills that build high levels of customer satisfaction
* Excellent verbal and written communication skills
* Computer navigation and operation skills
* Demonstrates effective people skills and sensitivities when dealing with others
* Ability to work both independently and in a team environment