Customer Service Representative

About the role

The Customer Service Representative (Advisor I) provides inbound and outbound support to clients, handling routine inquiries and issues related to products or services. The role focuses on delivering service that meets contractual KPIs while building rapport with customers.

Key responsibilities

• Ensure service delivery aligns with contractual Key Performance Indicators.
• Clarify customer requirements, use decision‑support tools, and provide appropriate resolutions.
• Listen attentively, demonstrate empathy, and maintain a courteous, professional tone.
• Maintain basic knowledge of client products and services.
• Accurately document interactions and update the call‑tracking database.
• Participate in initiatives aimed at improving customer satisfaction and business performance.
• Offer additional products or services when appropriate.
• Refer complex inquiries to senior staff or published resources.

Required profile

• Graduate or undergraduate degree in any discipline.
• 0‑3 years of relevant customer service experience.
• Strong communication skills, both written and verbal.
• Dependable with high attention to detail.
• Ability to multitask, adapt quickly, and tolerate repetitive work.
• Team player who can also work independently.
• Willingness to rotate shifts as needed.

Required skills

• PC navigation and basic computer proficiency.