Customer Service Representative

hace 6 meses

Guadalajara, México Helpware A tiempo completo

In the role of a Customer Service Representative, you will address a variety of customer inquiries in a personalized, friendly, and informative manner, ensuring an exceptional customer experience.

**Primary Responsibilities**:

- Become an expert on the product, knowing all the specifics of its functioning.
- Address customer inquiries, troubleshoot problems, and guide users through basic issue resolution steps.
- Maintain a positive, empathetic, and professional attitude toward customers at all times.
- Work on creating, updating, or adjusting customer accounts by documenting personal information.
- Collaborate with colleagues and management on best practices and insights about any aspect of the job or its duties.
- Document and track customer interactions, issues, and resolutions in CRM, online tools, and cloud-based platforms.
- Process and prepare information for auditing and reporting purposes.
- Update internal and customer-facing knowledge bases
- Convert clients' feedback into feature requests for the development of the product.
- Escalate unresolved issues to Tier 2 support or relevant departments while maintaining ownership of the case until resolution.
- Effectively communicate technical information to non-technical users.
- Stay updated on product knowledge and be able to explain features, functionalities, and common troubleshooting steps.
- Other related tasks assigned by managers of the Clients and/or Helpware

**Qualifications**:
Soft Skills
- Proactive and Empathetic approach;
- Problem-solving skills;
- Customer orientation and ability to adapt/respond to different types of characters;
- Ability to multitask, prioritize, and manage time effectively.

Hard Skills
- Basic computer skills
- Excellent verbal and/or written knowledge of the required language

Education.
- High school diploma or equivalent

Work Experience
- 1+ year of experience in any customer service area

Technical Skills
- Experience working with CRM, any ticket system is preferred

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