Customer Service Agent

Role Overview

• Provide professional, timely, and accurate responses to customer questions about services.
• Enter customer information into internal systems to maintain records of service requests, issues, and resolutions.
• Handle customer complaints in accordance with client protocols and standard operating procedures (SOPs).
• Research, document, and resolve customer service issues.
• Assist with maintaining databases related to call volumes and service trends; flag recurring issues or patterns to leadership.
• Monitor personal productivity and meet established performance metrics.
• Review automatic call distribution (ACD) data to understand call flow and support efforts to reduce customer hold times.
• Participate in call monitoring sessions for quality assurance and follow service standards, accuracy expectations, and company policies.
• Follow established work procedures and contribute ideas for improving efficiency and customer experience.
• Promote and maintain a safe working environment by adhering to company safety practices and procedures.
• Participate in required training to remain informed about processes, systems, and service expectations.
• Maintain proficiency to meet productivity and organizational goals.

Requirements

• Bachelor’s degree or equivalent strongly preferred.
• Generally prefer 0-2 years of related experience.
• Exceptional interpersonal and analytical skills required.

Benefits

• Information regarding DSV’s benefits offerings, including eligibility, coverage options, and plan details, is available through the DSV Benefits Showcase.
• Flexible working hours.
• Professional development opportunities.