Call Center - Customer Service Representative

Mindlance is hiring a Call Center Customer Service Representative for a customer service position supporting a fast-growing optical lab. The role handles customer contacts across phone, email, and chat, processes orders, resolves complaints, communicates promotions and services, and collaborates with internal teams to ensure customer satisfaction.

Responsibilities:

• Follow established processes and systems to ensure that Customer Care Standards are met or exceeded for every customer contact
• Maintaining a positive, empathetic, and professional attitude toward customers at all times
• Develop a strong knowledge of our product portfolio and procedures
• Demonstrate 100% follow through in every commitment in an effort to provide one call resolution
• Effectively communicate additional promotions and services we offer
• Process customer orders in a courteous, efficient, timely manner with minimal errors
• Properly document customer complaints and concerns immediately and facilitate satisfactory resolution
• Communicate effectively with leaders including the Customer Service Supervisor & Manager. Communications include updating them regularly to guarantee customer expectations are met and any problems or issues are addressed in a timely and professional manner
• Regularly attend and participate in team meetings
• Participate in ongoing training and development to improve the knowledge and skill required to better serve our customers
• Other duties as assigned by Manager
• Provide quality customer service by answering incoming customer calls and entering orders, responding to customer questions/concerns
• Communicating with customers through various channels (Phone, email, chat)
• Effectively communicate additional promotions and services we offer
• Engage with clients in a friendly and professional manner while actively listening to their concerns
• Offer support and solutions to customers in accordance with the company's customer service policies
• Identify customer questions, complaints, concerns, and respectfully and professionally provide sufficient answers and solutions to all customer queries
• Redirect customers to appropriate departments and teams when necessary and follow up with callers on complaint/question status, ensure resolution
• Collaborate with team members and other company departments to ensure overall customer and product satisfaction
• Quality Assurance – 90% Rating on calls/emails/chat interactions
• Answered Interactions– 99% of Interactions are answered
• Attendance – Compliance to the attendance policy

Requirements:

• Initiative
• attendance
• motivation
• able to type and use computer
• multitasker
• High school diploma
• Attendance – Compliance to the attendance policy
• Optical experience
• likes talking and working with people