Customer Service Representative/ Call Center - Remote

We are hiring for our client - The CIO Awards Africa.

Job Summary

We are seeking a highly skilled and experienced remote Customer Service Representative to join our team. As a Customer Service Representative, you will be the primary point of contact for our customers, providing exceptional service, resolving issues, and ensuring customer satisfaction. If you have a passion for delivering outstanding customer service, excellent communication skills, and a strong work ethic, we want to hear from you!

Key Responsibilities
?? Respond to customer inquiries via phone, email, chat, and social media in a timely and professional manner
?? Resolve customer complaints and issues in a fair and satisfactory manner
?? Provide accurate and up-to-date information about our products and services
?? Utilize active listening skills to understand customer needs and concerns
?? Collaborate with internal teams to resolve complex customer issues
?? Document customer interactions using our CRM software
?? Identify and escalate potential issues to team leads or supervisors
?? Participate in continuous training and improvement programs to enhance customer service skills
?? Meet or exceed customer service metrics and performance targets

Requirements
?? High school diploma or equivalent required; associate's or bachelor's degree preferred
?? 2-3 years of customer service experience in a call center or similar environment
?? Excellent communication, problem-solving, and conflict resolution skills
?? Ability to work in a fast-paced environment and adapt to changing priorities
?? Proficiency in CRM software and technology (training provided)
?? Strong attention to detail and organizational skills
?? Ability to work varied shifts, including evenings and weekends (as required)

Desired Qualifications
?? Customer service certification (e.g., CCSP, CCSR) or equivalent
?? Experience in a related industry (e.g., tech, finance, healthcare)
?? Knowledge of customer service software and tools (e.g., Zendesk, Freshdesk)
?? Bilingual or multilingual skills (optional)

Nice To Have Skills
?? Excellent communication and interpersonal skills
?? Strong problem-solving and conflict resolution skills
?? Ability to work in a fast-paced environment
?? Proficiency in CRM software and technology
?? Strong attention to detail and organizational skills
?? Ability to adapt to changing priorities and processes
?? Empathy and understanding of customer needs and concerns

Experience
?? 1 year of experience in a customer-facing role, preferably in a call center or similar environment
?? Proven track record of consistently meeting or exceeding customer service metrics and performance targets
?? Experience with CRM software and technology, such as Salesforce, Zendesk, or Freshdesk
?? Familiarity with customer service protocols and procedures, including escalation procedures and conflict resolution
?? Experience working in a fast-paced environment with changing priorities and deadlines
?? Previous experience in a related industry (e.g., tech, finance, healthcare) is an asset
?? Experience with multi-channel customer support (phone, email, chat, social media) is preferred

Why Work With Us?
?? Competitive salary and benefits package
?? Ongoing training and professional development opportunities
?? Collaborative and dynamic work environment
?? Recognition and rewards for outstanding performance
?? Flexible scheduling and remote work options (as applicable)
?? Comprehensive health and wellness program
?? Employee assistance program (EAP)
?? Paid time off (PTO) and holidays
?? 401(k) or retirement plan with company match
?? Discounts on company products or services
?? Opportunities for career advancement and growth

Work Environment
?? Our customer service team is located in a comfortable office space and also remote friendly
?? We offer a collaborative and dynamic work environment with a focus on teamwork and support
?? Our team is led by experienced and supportive managers who prioritize employee development and growth

Guidelines On How To Apply

If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, please submit your application today! Please include your resume, a cover letter, and any relevant certifications or references.

Skills: communication,problem solving,customer focused marketing,technical skillset,interpersonal skills,adaptability,attention to detail in data entry,compliance,executive administrative assistance,empathy,time management,knowledge acquisition,emotional intelligence,persuasion,product knowledge,body language,organizational & writing skills,project management skills,call center administration,accounting,bookkeeping,receptionist duties

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