Customer Service Representative

About the role

The Customer Service Representative (Advisor I) provides front‑line support to customers via inbound and outbound calls or online channels. The role focuses on resolving routine product or service issues while ensuring a high level of satisfaction.

Key responsibilities

• Deliver service that meets contractual KPIs and quality standards.
• Clarify customer requirements, use decision‑support tools, and provide appropriate resolutions.
• Listen attentively, demonstrate empathy, and build rapport with customers.
• Greet customers courteously and follow established procedures.
• 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 in any discipline.
• 0‑3 years of relevant customer‑service experience.
• Strong verbal and written communication skills.
• Dependable with high attention to detail.
• Ability to multitask, adapt quickly, and tolerate repetitive work.
• Team player who can also work independently.
• Willingness to work rotating shifts as needed.

Required skills