Customer Service Representative

BA Communication Services seeks a dedicated Customer Service Representative who serves as the essential link between the company and its customers. This role demands excellence in providing support across multiple channels, including phone, email, and live chat. The representative listens attentively to customer issues, applies conflict resolution and mediation strategies, and leverages thorough product knowledge to fulfill customer needs effectively. Handling a high volume of interactions with professionalism and empathy is key to maintaining excellent customer satisfaction and fostering long-term loyalty through personalized service experiences. This position also involves significant leadership duties, managing a team of 10 customer service representatives. The ideal candidate promotes a positive, collaborative team atmosphere emphasizing motivation, coaching, and ongoing professional development. They utilize advanced customer relationship management and scheduling tools to oversee daily operations and uphold high standards of service quality. Active participation in quality assurance and continuous improvement initiatives supports both individual and team performance aligned with company goals.
Responsibilities

Respond promptly and professionally to customer inquiries via phone, email, and live chat using active listening and conflict resolution techniques to ensure high customer satisfaction.
Maintain detailed and accurate records of all customer interactions within customer relationship management (CRM) and ticketing systems to facilitate efficient tracking and resolution.
Lead, coach, and manage a team of 10 customer service representatives by fostering an inclusive, supportive, and motivating environment that promotes teamwork, accountability, and growth.
Continuously update product and service knowledge to offer personalized and relevant support tailored to meet each customer's specific needs.
Manage multiple customer interactions simultaneously by effectively prioritizing tasks to deliver timely, high-quality responses without sacrificing service standards.
Collaborate with internal departments to escalate and resolve complex customer issues quickly, improving the overall customer experience.
Conduct regular performance reviews for team members, provide constructive feedback, and identify opportunities for professional development and skill enhancement.
Plan and deliver targeted training sessions to improve team skills, reinforce company policies, and ensure adherence to quality and compliance standards.
Utilize call center technologies, workflow automation tools, and scheduling software to increase operational efficiency, reduce wait times, and streamline customer service processes.
Participate actively in quality assurance and continuous improvement initiatives aimed at boosting individual and team performance aligned with company objectives.