Customer Support Rep

Role Overview

• Manages large amounts of incoming calls while following Fullbay communication procedures, guidelines and policies
• Generates sales leads
• Takes the extra mile to engage customers by identifying and assessing customers’ needs to achieve satisfaction
• Builds sustainable relationships and trust with customer accounts through open and interactive communication
• Ensures excellent service standards, responds efficiently to customer inquiries and maintain high customer satisfaction
• Provides accurate, valid and complete information by using the appropriate resources, methods/tools
• Completes expectations of position in order to meet established personal/customer service team sales targets and call handling quotas
• Handles customer feedback and complaints, provides appropriate solutions and alternatives within the time limits; follow to ensure resolution
• Troubleshoots and investigates if there is not enough information to resolve customer complaints
• Keeps records of customer interactions, process customer accounts and file documents
• Performs other duties as assigned.

Requirements

• High School Degree or equivalent
• Two (2) Years of prior customer support work experience or experience working as a Client Service Representative or related position
• Strong computer skills and experience with MS Office Products (Word, Excel, Powerpoint) and Google Suite
• Familiarity with CRM systems and practice
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening skills
• Excellent communication (both verbal and written) and presentation skills
• Customer service focussed with the ability to adapt/respond to different types of characters
• Troubleshooting and problem solving ability
• Strong interpersonal skills and able to demonstrate patience, empathy, and ability to be passionately communicative
• Ability to multitask, prioritize, and manage time effectively
• Proficiency with 10-key typing and data entry.