Responsibilities for Customer Care Representative
• Answer any questions the customer may have about our services
• Establish new customer accounts, recording account information digitally
• Listen to customer concerns and complaints with the goal of identifying the causes of the problem
• Able to provide appropriate responses to customer issues and work quickly to resolve them
• Refer advanced cases to management for resolution, providing background information as necessary
• Maintain and regularly update financial account information using computer software programs
• Anticipate customer needs, following up with previous customers to offer reorders or additional services
• Communicate with current and potential clients via telephone, email or Whatsapp
• Listen attentively to questions and concerns and respond promptly with a resolution according to company guidelines
• Maintain a courteous and calm manner at all times to de-escalate stressful situations
• Document personal information to create, update, or adjust customer accounts
• Suggest products and services to clients based on their requests and needs
• Answer inbound calls or generate outbound calls, in some cases cold calling to follow up on orders
Qualifications for Customer Care Representative
• Undergraduate degree in business, sales, or related field of study preferred
• Bilingual language skills a plus
• Excellent verbal and written communication skills
• Call center or customer service experience preferred
• Proficiency with basic computer applications, such as Microsoft Windows, Word, and Excel
• Ability to pass a pre-employment background investigation and bankrupcy screen for the positions
• Excellent listening skills and an empathetic voice and manner
• Dedication to customer satisfaction
• Ability to thrive in fast-paced environment, multitasking while keeping focus on the customer
• Ability to remain calm and composed in a fast-paced, high-pressure environment
• Good empathy and listening skills to de-escalate situations and identify the underlying issues of a problem
• Familiarity with the services offered by the company
