Customer Service Representative - iPay

iPay is searching for a suitably qualified candidate to fill in the position of Customer Service Representative.

Responsibilities:

• Answer inbound calls in a more professional manner and provide information about products and services or resolve issues on first contact (FCR)
• Identify and assess customers’ needs and provide a solution to delight them
• Responsible for assisting customers to process their orders or cancel and capture details in the ticketing system/CRM
• Process orders, applications, and forms
• Handle complaints, provide appropriate solutions and alternatives in a timely manner

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• Follow up on customers and their complaints; ensuring that customers’ requests are addressed accordingly
• Resolve customer complaints via phone, email, live chat, or social media
• Keep records of interactions and transactions of customers, keeping records of details of customers’ complaints, inquiries, and comments in the ticketing system/CRM
• Build sustainable relationships of trust through open and interactive communication
• Make outbound calls and close others or deals when needs be
• Identify tasks critical to keeping customer satisfaction levels in check
• Achieve all your KPIs and targets assigned within the month/quarter
• Ensure maximized productivity and minimized costs
• Network with various departments and groups that are involved in customer support, orders, delivery, and processing
• Render administrative support to other customer care team members when the need arises, or as instructed
• Assist in coaching and developing new hires during buddying/nesting
• Encourage and motivate team members for the continuance of quality service delivery
• Any other task assigned by your immediate supervisor

Qualifications:

• Minimum of a First Degree in any related field
• Must be self?motivated and able to prioritize between assignments.
• Must have strong telephone etiquette

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