Customer Service RepresentativeEnglish Plus Republic

CUSTOMER SERVICE REPRESENTATIVES (10)
 
Company Description
 
English Plus Republic Inc. (EPR Inc.) started May of 2018 as an online/offline English as A Second Language (ESL) teaching company that aspires to develop English Competency of its students by providing advance learning and high quality education in modern and harmonious teaching-learning environment.
 
In August 2021, EPR Inc. expands its horizons and entered the outsourcing business industry which turned successfully and have given new and expanded opportunities to the employees.
 
At present, EPR Inc. is successfully operating and having good business relationships with its clients and employees. The company continues to provide good and quality services and be globally competent in BPO industry.
 
Job Overview
 
The primary function of a customer support representative is to provide customer service and support to customers through email, chat and voice channels. This involves addressing customer inquiries, troubleshooting issues, and providing product or service information. Customer service representatives are responsible for responding promptly to customer inquiries and resolving any issues they may have. They must possess excellent communication skills and have the ability to remain calm and patient while dealing with frustrated or upset customers.
 
Responsibilities and Duties
Communicate with global customers (mainly US customers) through voice channels, email and chat and help them solve pre-sales, delivery and after-sales related issues and provide appropriate solutions
Respond to customer inquiries and questions by email or chat, accept customer complaints, and provide relevant business and process introductions
Quickly understand and analyze customers needs and improve customer experience and satisfaction
Identify the root cause of customer issues and provide solutions to resolve them and troubleshoot technical problems and guide customers through various processes.
Maintain accurate and up-to-date records of customer interactions, including inquiries, complaints, and resolutions.
Identify areas of improvement in the customer support process and implementing changes to improve the customer experience.
Collaborate with other teams within the company to resolve customer issues and ensure customer satisfaction.
Qualifications
Communication skills: Strong written and verbal communication skills are essential for an email and chat support representative as they will be communicating with customers primarily through these channels.
Customer service skills and Experience: They must have a passion for providing excellent customer service and be able to handle customers with empathy and patience. At least one (1) year experience as CSR in a BPO company handling voice accounts is a must.
Technical skills: They must be proficient with computers, software applications, and technology-related tools to navigate their company's systems and databases.
Multitasking skills: They must be able to handle multiple tasks at the same time, such as responding to multiple customer inquiries or processing orders and returns.
Problem-solving skills: They must have excellent problem-solving skills to identify issues and provide solutions quickly and effectively.
Time management skills: They must be able to prioritize their work and manage their time effectively to meet customer needs and service level agreements.
Attention to detail: They must be detail-oriented to ensure they are providing accurate information and processing orders and returns correctly.
Teamwork skills: They must have strong teamwork skills to work collaboratively with other departments and colleagues to resolve customer issues.
Cultural sensitivity: They must be culturally sensitive and have a good understanding of diverse cultural backgrounds to effectively communicate with customers from various parts of the world.