The role of Customer Service Representative is to manage customer interactions via the voice channel. As the first point of contact, the candidate will play a key role in resolving customer inquiries, providing accurate information, and delivering a professional and personalized phone support experience. This role requires excellent communication skills, patience, and a customer-first attitude.

Accountability & Responsibilities of Role:

• Handle inbound and/or outbound calls to assist customers with inquiries, issues, and service requests.
• Provide accurate, clear, and concise information regarding products, services, policies, or procedures.
• Troubleshoot and resolve customer issues efficiently while maintaining a positive tone and demeanor.
• Escalate complex or unresolved cases to the appropriate teams or supervisors when needed.
• Document all customer interactions accurately in the CRM or ticketing system.
• Follow defined scripts, guidelines, and compliance procedures where applicable.
• Meet or exceed individual performance targets such as Average Handle Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT).

Position Requirements:

Education Background:

• High School Certificate or Diploma.
• Additional training or certification in Customer Service, Communication, or Call Center Operations is a plus.

Work Experience:

• 1–3 years of experience in a voice-based customer support or call center role.
• Experience with call center platforms (e.g., Avaya, Genesys, NICE inContact) preferred.
• Familiarity with CRM systems and ticketing tools.
• Exposure to industry-specific practices (e.g., telecom, retail, banking) is an advantage.
• Proven ability to handle high call volumes with professionalism and empathy.
• Strong problem-solving skills and ability to remain calm under pressure.
• Experience in multi-channel support (e.g., chat, email) is a plus.

Work Environment & Schedule:

• Hybrid/Remote options available based on location.
• Rotational shifts including weekends or holidays, as needed.

Key Competencies:

• Networking & Influencing Collaboratively: Developing rapport with a diverse range of people. Building and leveraging networks horizontally and vertically. Proactively influencing and persuading others to gain support for initiatives. Maintaining collaborative stakeholder relationships.
• Delivering Results & Fostering Ownership: Drive for improving business results and attaining higher levels of performance.
• Building Customer Value: Gaining insights into internal and/or external customers’ experience. Anticipating their needs and demonstrating concern for satisfying them. Building productive customer relationships. Ensuring clear communication to customers on expectations and beyond.