Junior Customer Service Officer
Job Description:
The Junior Customer Service Officer/Specialist is responsible for handling customer inquiries and transactions through various channels, such as walk-ins, email, and phone calls. This role focuses on providing excellent customer service, resolving issues, and maintaining accurate customer information.
Key Responsibilities:
- Handle walk-in, email, and phone transactions from customers and agents.
- Resolve customer inquiries and issues efficiently, aiming for first-call resolution when possible.
- Coordinate with internal teams for non-first-call resolution transactions.
- Monitor and manage support services workflow to ensure published service standards are met.
- Maintain data files, perform quality control, and ensure the accuracy of client information in back-office systems.
- Provide timely and accurate corrections to client information and respond to related inquiries.
- Investigate, process, and respond to inquiries from administration and relationship management teams.
- Collaborate with vendors and internal departments to ensure Service Level Agreements (SLAs) are met.
- Communicate effectively with management and escalate issues when appropriate.
- Provide timely and appropriate feedback to team leaders.
- Document customer interactions accurately in CRM systems.
- Assist in training junior representatives (if applicable).
- Contribute to the continuous improvement of customer service processes and best practices.
Qualifications and Skills:
- Exceptional accuracy and attention to detail.
- Excellent research and problem-resolution skills with the ability to multitask.
- Strong verbal and written communication skills.
- Good organization and prioritization skills to meet deadlines.
- Knowledge of applicable systems, products, or processes (specific to PSI).
- Sound computer literacy.
- High level of customer service.
- Strong organizational, prioritization, time management, and interpersonal skills.
- Ability to meet deadlines and adapt to changing priorities.
- Active team player.
- Empathetic and patient attitude towards customers.
- Proficiency in using CRM software and other customer support tools (e.g., Salesforce, Zendesk).
- Ability to handle challenging customer interactions with professionalism.
- A proactive approach to seeking assistance and asking questions.
Job Type: Full-time