Customer Service Representative is responsible for engaging with customers on behalf of Mosaic. Their duties include answering phone calls or emails from customers to answer questions, give customers information about products and services, take orders over the phone, and able to document the customers concerns into a ticket to be forwarded to the back-office team.
JOB ACCOUNTABILITIES
- Maintaining a positive, empathetic, and professional attitude toward customers at all times.
- Responding promptly to customer inquiries.
- Communicating with customers through various channels (Phone, email and social media posts)
- Acknowledging and resolving customer complaints.
- Able to find answers about product specifics in the knowledge base.
- Processing orders, tickets, and requests.
- Keeping records of customer interactions, transactions, comments, and complaints in the system
- Communicating and coordinating with colleagues as necessary.
- Providing feedback on the efficiency of the customer service process.
- Ensure customer satisfaction and provide professional customer support.
Related Duties as Assigned
- Answering questions about a company's products or services.
- Processing orders and transactions.
- Resolving issues and troubleshooting technical problems.
- Delivering information about Mosaic’s offerings.
- Providing proactive customer outreach.
- Handling customer complaints.
- Collecting and analyzing customer feedback
Knowledge and Skills
- Active Listener
- A clear and articulate and enthusiastic speaker
- High sense of urgency and task-oriented
- Ability to think and respond quickly.
Competencies
- Good to excellent English communication skills
- Strong multitasking skills
- High sense of urgency and task-oriented
- Ability to think and respond quickly.
Experience
- No Minimum experience needed in BPO.
- Customer service experience is a plus.