Customer Service Representative/ Call Center - Remote

We are hiring for our client - The CIO Awards Africa.

Job Summary

We are seeking a highly skilled and experienced remote Customer Service Representative to join our team. As a Customer Service Representative, you will be the primary point of contact for our customers, providing exceptional service, resolving issues, and ensuring customer satisfaction. If you have a passion for delivering outstanding customer service, excellent communication skills, and a strong work ethic, we want to hear from you!

Key Responsibilities
• Respond to customer inquiries via phone, email, chat, and social media in a timely and professional manner
• Resolve customer complaints and issues in a fair and satisfactory manner
• Provide accurate and up-to-date information about our products and services
• Utilize active listening skills to understand customer needs and concerns
• Collaborate with internal teams to resolve complex customer issues
• Document customer interactions using our CRM software
• Identify and escalate potential issues to team leads or supervisors
• Participate in continuous training and improvement programs to enhance customer service skills
• Meet or exceed customer service metrics and performance targets

Requirements
• High school diploma or equivalent required; associate's or bachelor's degree preferred
• 2-3 years of customer service experience in a call center or similar environment
• Excellent communication, problem-solving, and conflict resolution skills
• Ability to work in a fast-paced environment and adapt to changing priorities
• Proficiency in CRM software and technology (training provided)
• Strong attention to detail and organizational skills
• Ability to work varied shifts, including evenings and weekends (as required)

Desired Qualifications
• Customer service certification (e.g., CCSP, CCSR) or equivalent
• Experience in a related industry (e.g., tech, finance, healthcare)
• Knowledge of customer service software and tools (e.g., Zendesk, Freshdesk)
• Bilingual or multilingual skills (optional)

Nice To Have Skills
• Excellent communication and interpersonal skills
• Strong problem-solving and conflict resolution skills
• Ability to work in a fast-paced environment
• Proficiency in CRM software and technology
• Strong attention to detail and organizational skills
• Ability to adapt to changing priorities and processes
• Empathy and understanding of customer needs and concerns

Experience
• 1 year of experience in a customer-facing role, preferably in a call center or similar environment
• Proven track record of consistently meeting or exceeding customer service metrics and performance targets
• Experience with CRM software and technology, such as Salesforce, Zendesk, or Freshdesk
• Familiarity with customer service protocols and procedures, including escalation procedures and conflict resolution
• Experience working in a fast-paced environment with changing priorities and deadlines
• Previous experience in a related industry (e.g., tech, finance, healthcare) is an asset
• Experience with multi-channel customer support (phone, email, chat, social media) is preferred

Why Work With Us?
• Competitive salary and benefits package
• Ongoing training and professional development opportunities
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance
• Flexible scheduling and remote work options (as applicable)
• Comprehensive health and wellness program
• Employee assistance program (EAP)
• Paid time off (PTO) and holidays
• 401(k) or retirement plan with company match
• Discounts on company products or services
• Opportunities for career advancement and growth

Work Environment
• Our customer service team is located in a comfortable office space and also remote friendly
• We offer a collaborative and dynamic work environment with a focus on teamwork and support
• Our team is led by experienced and supportive managers who prioritize employee development and growth

Guidelines On How To Apply

If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, please submit your application today! Please include your resume, a cover letter, and any relevant certifications or references.

Skills: communication,problem solving,customer focused marketing,technical skillset,interpersonal skills,adaptability,attention to detail in data entry,compliance,executive administrative assistance,empathy,time management,knowledge acquisition,emotional intelligence,persuasion,product knowledge,body language,organizational & writing skills,project management skills,call center administration,accounting,bookkeeping,receptionist duties

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