Customer Service Representative

BA Communication Services seeks a dedicated Customer Service Representative who acts as a vital connection between the company and its customers. This role requires exceptional abilities to provide support across multiple channels, including phone, email, and live chat. The representative listens carefully to customer concerns, applies conflict resolution and mediation strategies, and uses comprehensive product knowledge to address customer needs effectively. Maintaining professionalism and empathy while handling a high volume of interactions is crucial to ensuring excellent customer satisfaction and fostering long-term loyalty through personalized service experiences. In addition to frontline customer engagement, this position involves significant leadership responsibilities, managing a team of 10 customer service representatives. The ideal candidate cultivates a positive and collaborative team environment focused on motivation, coaching, and professional growth. They effectively use customer relationship management and scheduling tools to oversee daily operations and ensure high service quality. Active involvement in quality assurance and continuous improvement initiatives supports both personal and team performance aligned with the companys 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 levels of customer satisfaction.
Maintain detailed, accurate records of all customer interactions within customer relationship management (CRM) and ticketing systems to enable efficient tracking and timely 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 continuous growth.
Continuously update product and service knowledge to provide personalized and relevant support tailored to meet each customers specific needs.
Manage multiple customer interactions simultaneously by prioritizing tasks effectively to deliver timely responses without compromising service quality.
Collaborate with internal departments to escalate and resolve complex customer issues swiftly to improve the overall customer experience.
Conduct regular performance reviews of team members, providing constructive feedback and identifying opportunities for professional development and skill enhancement.
Plan and deliver targeted training sessions to enhance team skills, reinforce company policies, and ensure compliance with quality 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 improving individual and team performance in line with company objectives.