Customer Service Representative

BA Communication Services is looking for a dedicated Customer Service Representative who serves as a vital connection between the company and its customers. This role requires expertise in handling communications across multiple channels such as phone, email, and live chat to address customer needs effectively. The ideal candidate demonstrates strong active listening and conflict resolution skills. They provide empathetic and personalized support that elevates customer satisfaction and nurtures long-term loyalty. Maintaining professionalism and composure while managing a substantial volume of inquiries is essential. A deep understanding of the companys products and proficient use of customer relationship management software are necessary for accurate record keeping and efficient issue resolution. This role also includes leadership responsibilities, managing a team of 25 customer service representatives. The successful candidate fosters a collaborative, motivating team environment focused on coaching, development, and accountability. They utilize scheduling and workflow automation tools to streamline operations and ensure the delivery of excellent service. Active involvement in quality assurance and continuous improvement initiatives supports sustained growth for both the individual and the team in line with BA Communication Services objectives.
Responsibilities

Respond promptly and professionally to customer inquiries via phone, email, and live chat, employing active listening and conflict resolution to ensure excellent customer satisfaction.
Maintain accurate and detailed records of customer interactions using customer relationship management and ticketing systems for effective issue tracking and resolution.
Lead, coach, and manage a team of 25 customer service representatives by creating an inclusive and motivating environment that encourages teamwork, accountability, and continuous improvement.
Continuously update and expand product and service knowledge to deliver personalized and accurate support tailored to individual customer needs.
Prioritize and handle multiple customer interactions simultaneously, ensuring timely, high-quality service without sacrificing attention to detail.
Work collaboratively with internal departments to escalate and resolve complex customer issues quickly and efficiently to enhance the overall customer experience.
Conduct regular performance evaluations for team members, provide constructive feedback, and identify opportunities for skill development and career growth.
Design and implement targeted training programs to enhance the teams capabilities, reinforce company policies, and maintain quality standards.
Utilize call center technologies, workflow automation, and scheduling software to boost operational efficiency, reduce customer wait times, and optimize service processes.
Participate actively in quality assurance programs and continuous improvement projects aimed at improving individual and team performance aligned with company goals.