Customer Service Representative

We are seeking Customer Service Representatives (CSRs) who are eager to make a difference in the customer service industry. As a CSR at Sky Hawk BPO, you will be the voice of our clients, responsible for providing exceptional service, resolving customer issues, and ensuring a positive experience. This is a dynamic and customer-focused role that requires excellent communication skills, a solutions-oriented mindset, and the ability to manage customer concerns with empathy and professionalism.

Key Responsibilities:

• Inbound Customer Support: Receive and respond to customer inquiries, complaints, and requests across multiple communication channels (phone, email, chat, etc.), providing timely and accurate information.
• Issue Resolution: Investigate customer issues, find effective solutions, and follow through to ensure customer satisfaction. Handle escalated issues and ensure they are resolved to the customer’s satisfaction.
• Product Knowledge: Gain in-depth knowledge of our clients' products, services, and policies to assist customers with troubleshooting, product recommendations, account management, and general inquiries.
• Customer Engagement: Build rapport and maintain positive relationships with customers by providing personalized, empathetic, and clear communication. Help customers feel heard and valued.
• Data Entry & Documentation: Accurately input customer information and transaction details into our system. Maintain detailed records of customer interactions, ensuring all communications are logged appropriately.
• Performance Metrics: Meet and exceed key performance indicators (KPIs) such as customer satisfaction, resolution time, and response accuracy. Strive for excellence in every customer interaction.
• Team Collaboration: Work closely with fellow team members, supervisors, and other departments to resolve customer issues and share best practices. Participate in team meetings, feedback sessions, and ongoing training.
• Continuous Improvement: Stay current on new products, processes, and customer service techniques through ongoing training and self-learning. Contribute ideas for process improvements and ways to enhance customer satisfaction.

Qualifications:

• Experience: Prior customer service experience in a call center or retail environment is a plus, but not required. We are willing to train motivated individuals.
• Communication Skills: Exceptional verbal and written communication skills. Ability to articulate thoughts clearly and confidently in a professional manner.
• Problem-Solving: Strong critical thinking and problem-solving skills. Ability to address customer needs effectively while managing multiple inquiries at once.
• Emotional Intelligence: Empathy, patience, and understanding when dealing with challenging or upset customers. Ability to stay calm and composed under pressure.
• Technical Proficiency: Comfortable using computers and handling multiple software systems (CRM, ticketing systems, etc.). Ability to learn new tools and technologies quickly.
• Adaptability: Willingness to adapt to changing processes, technologies, and customer needs. Ability to thrive in a fast-paced and evolving environment.
• Education: High school diploma or equivalent required. Some college or a relevant degree is a plus.
• Availability: Flexibility to work different shifts, including evenings, weekends, and holidays as needed.

Why Sky Hawk BPO?

• Growth Opportunities: We believe in promoting from within and offer ongoing training and development programs to help you advance in your career.
• Supportive Environment: Join a team that values collaboration, mutual respect, and open communication. We prioritize a healthy work-life balance and a positive work culture.
• Competitive Compensation: We offer a competitive salary, along with performance-based incentives and opportunities for bonuses.
• Comprehensive Benefits: Eligible employees enjoy benefits such as health insurance, paid time off, and wellness programs (if applicable).
• Recognition & Rewards: We celebrate success and recognize hard work! Regular employee appreciation initiatives and recognition programs are a part of our culture

Pay: Up to Rs50,000.00 per month

Education:

• Intermediate (Preferred)

Experience:

• CSR: 1 year (Preferred)

Language:

• Fluent English (Required)