CSR (Phone/Email)
About Us
Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.
Position Overview:
As a Customer Service Representative, You will interact with customers to provide information in response to inquiries about products and services. Handle and resolve complaints as needed.
Primary Responsibilities:
- Confer with customers by telephone or by email to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
- Check to ensure that appropriate changes were made to resolve customers' problems.
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Resolve customers' service or billing complaints by performing activities such as exchanging products or services, refunding money, or adjusting bills.
- Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
- Refer unresolved customer grievances to designated departments for further investigation.
- Determine charges for services requested, collect deposits or payments, or arrange for billing.
- Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
- Order tests that could determine the causes of product malfunctions.
- Obtain and examine all relevant information to assess validity of complaints and to determine possible causes.
- Review claims adjustments with appropriate departments, examining parts claimed to be defective, and approving or disapproving claims.
- Review insurance policy terms to determine whether a particular loss is covered by insurance.
- Compare disputed products or services with original requisitions and information from invoices and prepare invoices for returned products or services.
- Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
- Maintain Service contracts by scheduling service appointments with customers.
- Schedule and coordinate all service/emergency calls as calls are received.
- Respond to all messages left overnight.
- Maintain service contracts by scheduling service appointments with customer.
- Schedule and coordinate all service/emergency calls.
- Respond to all messages left overnight.
- Other duties as assigned.
Qualifications:
- 6 plus months of experience in customer service related field.
- Microsoft Office skills
- Communication, Written - Ability to communicate in writing clearly and concisely.
- Communication, Oral - Ability to communicate effectively with others using the spoken word.
- Accountability - Ability to accept responsibility and account for his/her actions.
- Customer Oriented - Ability to take care of the customers’ needs while following company procedures.
- Working Under Pressure - Ability to complete assigned tasks under stressful situations.
- Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.
- Detail Oriented - Ability to pay attention to the minute details of a project or task.
- Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others.
- Sales Ability - Ability to use appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or idea.
- Organized - Possessing the trait of being organized or following a systematic method of performing a task.
- Friendly - Ability to exhibit a cheerful demeanor toward others.
- Honesty / Integrity - Ability to be truthful and be seen as credible in the workplace.
- Assertiveness - Ability to act in a self-confident manner to facilitate completion of a work assignment or to defend a position or idea.
- Accuracy - Ability to perform work accurately and thoroughly.
- No schedule restrictions