Customer Service Helpdesk

WHAT IS YOUR ROLE

A customer service representative, or CSR, will act as a liaison, provide product/services information and resolve any emerging problems that customers might face with accuracy and efficiency.

The best CSRs are genuinely excited to help customers. They are patient, empathetic, and passionately communicative. Customer service representatives can put themselves in their customers’ shoes while protecting the brand and reputation of the client. Problem-solving is also a key part of the position. CSR’s are confident at troubleshooting and will investigate if they don’t have enough information to resolve customer complaints.

The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction while resolving any outstanding issues.

WHAT WILL YOU DO

• 
  Generate solution based outcomes

• Identify and assess customers’ needs to achieve satisfaction

• Build sustainable relationships and trust with customers through open and interactive communication

• Provide accurate, valid and complete information by using the right methods/tools

• Meet personal/customer service team targets and call handling quotas

• Keep records of customer interactions, process customer accounts and file documents

• Follow communication procedures, guidelines and policies

WHAT WILL MAKE YOU SUCCESSFUL IN THIS ROLE

• 
  Proven customer support experience as an asset

• Strong phone contact handling and active listening skills

• Familiarity with CRM systems and practices

• Customer orientation and ability to adapt/respond to different types of characters

• Excellent communication and presentation skills

• Strong technical background (asset)

• Ability to multi-task, prioritize, and manage time effectively

• Experience troubleshooting iOS and Android Windows and MAC operating systems in a tech support environment

• Call center experience or experience handling higher volumes of calls/emails (40+ day)

WHAT YOU CAN EXPECT FROM UPLEVEL

• 
  Ongoing coaching and support

• Health and wellness benefits

• Generous vacation time

• Professional development and growth opportunities