As a Customer Care Representative, you will serve as the first point of contact for customers seeking assistance with [products/services]. Your primary responsibilities will include addressing customer inquiries, resolving issues, and ensuring a positive customer experience. You will play a crucial role in upholding our company’s reputation for outstanding service.

Key Responsibilities:

Customer Assistance:

Answer incoming calls, emails, and chats from customers.
Provide accurate information about [products/services], billing, and company policies.
Resolve customer issues and complaints in a timely and professional manner.

Problem-Solving:

Identify and diagnose customer problems.
Offer solutions and alternatives to resolve issues effectively.
Escalate complex problems to higher-level support or management when necessary.

Documentation:

Record customer interactions and details of inquiries, complaints, and actions taken in the CRM system.
Update and maintain customer records with accurate and up-to-date information

Customer Feedback:

Gather and report on customer feedback and suggestions for service improvements.
Actively seek to understand and address customer needs and concerns.

Service Quality:

Adhere to company policies and procedures to ensure consistent service quality.
Meet or exceed performance metrics, including response times, resolution rates, and customer satisfaction scores.

Team Collaboration:

Collaborate with team members and other departments to enhance customer service and resolve issues.
Participate in training sessions and team meetings to stay informed about product updates and service improvements.
Experience: Previous experience in customer service or a related field is a plus.
Skills:
Excellent communication skills, both verbal and written.
Strong problem-solving abilities and attention to detail.
Proficiency in using CRM software and other relevant technology.
Ability to handle stressful situations and remain calm under pressure.
Empathy and patience when dealing with customers.

BECU/us jobs

Customer Service Representative