Deskripsi Pekerjaan
Are you a dedicated professional with a passion for delivering exceptional customer experiences? Eastvantage is seeking a skilled Client Services Representative to join our dynamic team. In this pivotal role, you will act as the primary point of contact for our valued clients based in the United States. You will collaborate closely with our team to ensure client satisfaction, resolve inquiries efficiently, and foster long-term relationships. If you thrive in a fast-paced BPO environment and have a strong command of English, this is your opportunity to grow your career with a leading company.
We are looking for a proactive problem-solver who can navigate complex customer needs with empathy and professionalism. Your day-to-day will involve managing client expectations, utilizing CRM tools to track interactions, and ensuring that every client touchpoint leaves a lasting positive impression. Join us in driving excellence in client support and become an integral part of Eastvantage's success story.
Tanggung Jawab
- Manage inbound and outbound customer communications via phone, email, and live chat to ensure high-quality service delivery.
- Resolve complex customer inquiries and issues in a timely, accurate, and professional manner.
- Build and maintain strong, positive relationships with US-based clients through consistent follow-up.
- Utilize CRM software to update client records, document interactions, and track service tickets.
- Identify opportunities to upsell or cross-sell products/services based on client needs and account history.
- Collaborate with internal teams to escalate and resolve technical or product-related issues.
- Adhere to all company policies and quality assurance standards to maintain high CSAT scores.
Kualifikasi
- Bachelor's degree in any field, or equivalent work experience in customer service.
- Excellent written and verbal communication skills in English with a neutral or American accent.
- Previous experience in a call center, BPO, or client services role is preferred.
- Proficiency in MS Office applications (Word, Excel) and CRM tools (e.g., Salesforce, Zendesk).
- Strong typing speed and accuracy (minimum 35-40 wpm).
- Ability to work in a fast-paced environment and adapt to shifting schedules, including night shifts.
- A customer-centric mindset with a focus on problem-solving and service excellence.