Customer Support Representative

hace 1 semana

Guadalajara, México Helpware A tiempo completo
About Us

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

Position Overview: As a Customer Service Representative, You will interact with customers to provide information in response to inquiries about products and services. Handle and resolve complaints as needed.

 Primary Responsibilities:
  • Confer with customers by telephone or by email to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
  • Check to ensure that appropriate changes were made to resolve customers' problems.
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
  • Resolve customers' service or billing complaints by performing activities such as exchanging products or services, refunding money, or adjusting bills.
  • Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
  • Refer unresolved customer grievances to designated departments for further investigation.
  • Determine charges for services requested, collect deposits or payments, or arrange for billing.
  • Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
  • Order tests that could determine the causes of product malfunctions.
  • Obtain and examine all relevant information to assess validity of complaints and to determine possible causes.
  • Review claims adjustments with appropriate departments, examining parts claimed to be defective, and approving or disapproving claims.
  • Review insurance policy terms to determine whether a particular loss is covered by insurance.
  • Compare disputed products or services with original requisitions and information from invoices and prepare invoices for returned products or services.
  • Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
  • Maintain Service contracts by scheduling service appointments with customers.
  • Schedule and coordinate all service/emergency calls as calls are received.
  • Respond to all messages left overnight.
  • Maintain service contracts by scheduling service appointments with customer.
  • Schedule and coordinate all service/emergency calls.
  • Respond to all messages left overnight.
  • Other duties as assigned.

Qualifications:
  • 6 plus months of experience in customer service related field.
  • Microsoft Office skills
  • Communication, Written - Ability to communicate in writing clearly and concisely.
  • Communication, Oral - Ability to communicate effectively with others using the spoken word.
  • Accountability - Ability to accept responsibility and account for his/her actions.
  • Customer Oriented - Ability to take care of the customers' needs while following company procedures.
  • Working Under Pressure - Ability to complete assigned tasks under stressful situations.
  • Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.
  • Detail Oriented - Ability to pay attention to the minute details of a project or task.
  • Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others.
  • Sales Ability - Ability to use appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or idea.
  • Organized - Possessing the trait of being organized or following a systematic method of performing a task.
  • Friendly - Ability to exhibit a cheerful demeanor toward others.
  • Honesty / Integrity - Ability to be truthful and be seen as credible in the workplace.
  • Assertiveness - Ability to act in a self-confident manner to facilitate completion of a work assignment or to defend a position or idea.
  • Accuracy - Ability to perform work accurately and thoroughly.

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