Customer Service Representative

The best CSRs are genuinely delighted to help customers. They're tolerant, empathetic, and intensely communicative.  Problem-solving also comes naturally to Customer Service Representatives. They're confident at troubleshooting and investigate if they don't have enough knowledge to fix the problem.

Your goal will be to ensure exceptional service standards and sustain high customer satisfaction.

• Handle high volume of calls, emails, and support enquiries
• Reply to customers on a timely basis
• Identify and evaluate customers' needs to deliver satisfaction
• Build sustainable relationships of trust through open and interactive discussion
• Provide accurate, valid and comprehensive information by using the right methods/tools
• Manage complaints, provide proper solutions and options within the time limits; follow up to secure resolution
• Work with Project Management Team to create resolutions and communicate them to customers in a timely fashion
• Follow communication procedures, guidelines, and policies
• Go the extra mile to engage customers
• Be the primary point of contact in managing the recruitment of healthcare professionals and consumers panels
• On a daily basis, respond to customer questions, support tickets, phone calls
• Develop customer knowledge database
• Work with IT Team to improve member profile database
• Execute strategies for panel retention and engagement
• Continuously audit panel members, profiles, to eliminate fraudulent registrations or responses
• Execute verification process on the daily basis

• Exceptional communication and organizational skills
• Demonstrated customer support / client service experience 
• Strong phone administration skills and active listening capabilities
• Demonstrated proficiency with MS-Office products, Google Workspace
• Customer orientation and capacity to adapt/respond to different types of characters
• Ability to multi-task, prioritize, and manage time effectively
• Experience with Zendesk preferred
• Bachelor's degree, references, and background check are required

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