Customer Service Representative

Dexian is a leading provider of staffing, IT, and workforce solutions with over 12,000 employees and 70 locations worldwide. The main function of a call center/customer service specialist is to interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.

Responsibilities:

• Approve the resolution of customers’ service or billing complaints by authorizing activities such as exchanging merchandise, refunding money, and adjusting bills
• Act as escalation point for clients/customers
• Approve the referral of unresolved customer grievances to designated departments for further investigation
• Review, monitor and audit records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken
• Obtain and examine all relevant information to assess validity of complaints and to determine possible causes
• Solicit sale of new or additional services or products
• Report on call center activities to executive level management

Requirements:

• High school diploma or GED required
• 10+ years customer service related experience required
• Verbal and written communication skills, attention to detail, customer service skills and interpersonal skills
• Expert ability to work independently and manage one's time
• Expert ability to accurately document and record customer/client information
• Expert leadership and mentoring skills necessary to provide support and constructive performance feedback
• Previous experience with computer applications, such as MS Word and PowerPoint