JOB DESCRIPTION
Position Title: Customer Success Agent Reports to: Inbound Supervisor
Department: Inbound Services Employment Type: Employee, Full Time
Location/Site: 79 Brickdam, Georgetown Supervises: No

Overview

• The Customer Success Agent (CSA) role involves addressing customer queries through email, phone, chat, while also handling order processing, modifications, and complaint escalation across various communication platforms. Success in this position requires keeping a calm composure when customers are frustrated. You must possess experience working with computers.

Key Responsibilities (Ad hoc and other reports may be completed as requested)

• Maintaining a positive, empathetic, and professional attitude toward customers at all times.


• Identify and assess customers’ needs to achieve satisfaction


• Responding promptly to customer inquiries.


• Communicating with customers through various channels.


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


• Knowing our products inside and out so that you can answer questions.


• Processing orders, forms, applications, and requests.


• Keeping records of customer interactions, transactions, comments, and complaints.


• Communicating and coordinating with colleagues as necessary.


• Ensure customer satisfaction and provide professional customer support. Customer Service Representative Requirements:


• Build sustainable relationships of trust through open and interactive communication


• Meet personal/customer service team targets and call handling quotasJob Requirements

• Ability to multi-task – an absolute MUST


• Typing speed of 30wpm at a minimum


• VERY detail oriented and goal oriented


• Flexible team player – supports the team well and able to makeshift adjustments on short notice


• Takes initiative well and solves problems with little supervision

Competent use of Microsoft Office – Excel, Outlook