Position Summary :
The customer service representative (CSR) handles customer questions and resolves customer issues. The position is dealing with customer requests and complaints by following program specific guidelines.
The communication with the customer can take place through different contact channels (phone, email, chat etc.). The diagnosis and provision of a path of resolving inquiries related to all aspects of the appropriate program are main responsibilities of this position
Overall Responsibilities :
Listen and respond to customers’ needs, concerns, requests and complaints
Provide information about products and services
Record details of customer contacts and actions taken by accurately log all interactions via program specific contact management systems
Handling the customer technical inquiries and driving the call to resolution by troubleshooting the
problems. This includes hardware, software, networking and interactions with the host computer OS and applications
Research answers or solutions as needed
Creating and maintaining a positive and professional relationship to the customer
Refer customers to supervisors, managers, or others in case of escalation
Job Requirements :
High School Diploma or equivalent required.
Experience in customer service face-to-face or through other channels beneficial
Excellent skills in handling customer issues with empathy and communicate in a friendly tone
Ability to drive for solutions according to customer needs
Talent to listen to and understand the customer and to act accordingly
Very good verbal communicational skills
Ability to write and speak adequately in English
Ability to understand spoken and written English
Extended computer user skills including strong keyboarding skills
Basic IT knowledge (questions around PC handling, Internet handling, commonly used IT products, etc.)
Experience with client products, or computer based personal content management applications that are similar to client offerings
Initial experience with troubleshooting technical problems with personal computers and peripheral equipment 
