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Customer Service Representative
2 months ago
Bloom Recruitment Inc. is seeking an experienced Customer Service Representative to join our client's remote team. As a key member of our client's service delivery team, you will play a crucial role in ensuring client satisfaction and smooth service delivery.
Key Responsibilities- Client Communication: Act as the primary point of contact for clients, addressing inquiries, issues, and service requests promptly and professionally.
- Ticket Management: Log, track, and manage service tickets in the ticketing system, ensuring timely resolution of client issues and requests.
- Issue Resolution: Coordinate with technical teams to resolve client issues, ensuring that service level agreements (SLAs) are met.
- Service Coordination: Schedule and coordinate service appointments, maintenance, and updates with clients and internal teams.
- Client Updates: Provide regular updates to clients on the status of their service requests and issues, ensuring transparency and maintaining client trust.
- Feedback Collection: Gather and report client feedback to help improve service delivery and client satisfaction.
- Documentation: Maintain accurate records of client interactions, service requests, and issue resolutions in documentation system and PSA.
- Upselling and Cross-Selling: Identify opportunities to promote additional services or upgrades to clients, contributing to business growth.
- Account Management Support: Assist account managers with client relationship management, including contract management and account reviews.
- Client Onboarding: Support the onboarding process for new clients, ensuring they are familiar with the services and how to access support.
- Report Generation: Generate and provide regular reports on service performance, client satisfaction, and ticket resolution to internal stakeholders.
- Continuous Improvement: Participate in training and development activities to stay updated on new services, technologies, and best practices in customer service.
- Inventory Management: Monitor and manage inventory levels, ensuring that all necessary supplies and equipment are available for client needs.
- Shipping and Receiving: Handle shipping and receiving of equipment and supplies, ensuring timely delivery and accurate record-keeping.
- Office Administration: Perform general office administrative tasks, including managing office supplies, coordinating meetings, and supporting other administrative functions as needed.
- 3-5 years of experience in customer service and/or customer success, preferably within an MSP or IT service environment.
- Strong communication and interpersonal skills.
- Excellent problem-solving abilities and attention to detail.
- Proficiency with CRM and ticketing systems.
- Ability to work independently and as part of a team.
- Strong organizational and multitasking skills.
- Familiarity with IT services and support processes is an advantage.
- Competitive salary and benefits package.
- Opportunities for professional growth and development.
- A supportive and collaborative work environment.
- The chance to work with a dynamic and innovative team.
