Go Back

Customer Service Representative

  • Telecommunication, Call Centre, Customer Service Jobs

Description

The Customer Service Representative is responsible for providing excellent customer support to our product consumers and distributors, known as Independent Business Owner. This position requires fluency in Serbian and English. Main task and priority are two-fold: 1) ensuring our Independent Business Owners are taken care in a timely and effective manner 2) managed accounts of our customers activities, inquiries, requests, products shipments, cancellations, membership activations, credit card authorizations and other tasks as assigned.

Qualifications

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Skills:

Bilingual in English and Serbian
Exceptional customer service skills
Strong communication and phone skills
Multi- tasking ability in managing high volume calls while monitoring incoming electronic communications
Strong conflict resolution skills in resolving issues
Time management skills to coordinate inter- departmental responsibilities
Ability to learn quickly and adapt to changes
Must be a team player and take initiatives
Positive can-do attitude is a must
Energetic, enthusiastic voice and demeanor is critical

Specific Requirements

The Customer Service Team helps create a workplace that recognizes the best intentions of the Independent Business Owner and LifePharm Global.
Open and maintain customer accounts by adding detailed notes on companys customer account database
Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
Process credit cards refunds and handle financial information
Recommend potential products or services to management by collecting customer information and analyzing customer needs
Prepare and update reporting of product/shipping issues for tracking and escalation needs to upper management
Build sustainable relationships of trust through open and interactive communication to customers and internal organization
Provide accurate, valid and complete information by using proper resources and tools
Handle complaints, provide appropriate solutions and alternatives within an acceptable company standard timeline and follow up to ensure resolution
Follow current and improved Standard of Operations related to customer communication, procedures, guidelines and policies
Participate in ongoing training as needed
Communicate and resolve customer complaints via phone, email, Skype, Facebook Messenger and/or Live Chats
Utilize computer technology to handle high call volumes
Work with other team members to ensure proper customer service is being delivered
Close out or open call records & submit weekly call log reports to Supervisor
Fulfill other tasks or duties as assigned i.e. special projects or upon requested due to staffing needs.
Support special projects such as translations, covering front desk reception duties and/or customer service tasks when needed.
Other tasks/ duties as assigned by management

Hard Skills

  • Customer relationship manager (CRM)
  • Advanced Excel Skills (queries, pivot tables, formulas, macros)
  • Advanced writing skills
  • Proofreading and editing skills
  • Business Process Understanding

Soft Skills

  • Communication
  • Problem-solver
  • Listening
  • Multitasker
  • Competitive