Customer Service Representative

hace 1 semana


Puerto Peñasco, Sonora, México Mass Markets A tiempo completo

Job Summary

MCI is seeking a highly motivated and customer-focused Customer Service Representative to join our team at Mass Markets. As a key member of our customer service team, you will be responsible for providing exceptional service to our clients, resolving customer issues, and selling new products and services.

Key Responsibilities

  • Handle inbound and outbound calls in a courteous and professional manner
  • Ensure first call resolution through effective problem-solving and call handling
  • Research systems to find missing information and coordinate with other departments to resolve issues
  • Accurately document and process customer claims in appropriate systems
  • Lead fact-finding discussions to determine the best options for the customer
  • Utilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures
  • Comply with requirements surrounding confidential information and personal information
  • Escalate customer issues to the appropriate staff and managerial for resolution as needed
  • Attend meetings and training to stay up-to-date on changes to program knowledge, systems, and processes

Requirements

  • Excellent organizational, written, and oral communication skills
  • The ability to type swiftly and accurately (20+ words a minute)
  • Basic understanding of Windows operating system
  • Highly reliable with the ability to maintain regular attendance and punctuality
  • An aptitude for conflict resolution, problem-solving, and negotiation
  • Ability to multi-task, stay focused, and self-manage
  • Strong team orientation and customer focus
  • The ability to thrive in a fast-paced environment where change and ambiguity are prevalent

Work Environment

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

Equal Opportunity Employer

MCI is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive work environment that values diversity and promotes equal opportunities for all employees and applicants.



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