Job Summary :
The Customer Service Representative is responsible for providing excellent customer
support by addressing inquiries, resolving issues, and ensuring customer satisfaction. This
role involves handling inbound and outbound calls, emails, and chats, as well as
maintaining a positive relationship with customers. The ideal candidate will possess strong
communication skills, problem-solving abilities, and a customer-centric attitude.
Key Responsibilities :
Customer Interaction :
o Handle incoming / outgoing calls, emails, and chats professionally and
courteously.
o Provide accurate information about services and company policies.
Issue Resolution :
o Resolve customer inquiries, issues, concerns, or complaints in a timely and
efficient manner.
o Escalate complex or unresolved issues to the appropriate department or
supervisors.
o Follow up with customers to ensure their issues are fully resolved and they
are satisfied with the service.
Documentation :
o Accurately document customer interactions and transactions in the Genesys
software system.
o Maintain detailed and organized records of customer inquiries, comments,
and complaints.
Team Collaboration :
o Work closely with team members and other departments to ensure a
seamless customer experience.
o Share any customer feedback and insights with management to improve
processes and services.
o Attend and participate in team meetings or training sessions to stay updated
on products and services.
Continuous Improvement :
o Stay informed on company policies and procedures, and industry trends.
o Suggest improvements to enhance customer service processes and
procedures.
o Strive to meet and exceed performance metrics and targets.
Education :
o High School Diploma or equivalent. An associate's / bachelor’s degree is a
plus.
Experience :
o Previous customer service experience is preferred but not required.
o Experience in a call center environment is an advantage.
Skills :
o Strong organizational skills, time management skills, and ability to multitask.
o Excellent verbal and written communication skills.
o Strong problem-solving and conflict-resolution abilities.
o Proficient in call center software and technology.
o Positive attitude and a passion for providing exceptional customer service.
Work Environment :
This position is based in an office environment or remote, depending on company
policies.
Flexible working hours may be required, including evenings and weekends
This job description outlines the primary responsibilities and qualifications for the
Customer Service Representative position. It may be subject to change based on the
company’s needs and priorities.
It is understood that your employment will be on an "at will" basis. This position with Tetra Tech is temporary and on an "as-needed" basis and will end once the project is complete.
Additional Information
- Organization : 105 TDR
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