Service Delivery

Job Summary

The Customer Service Representative (Service Delivery) is responsible for delivering exceptional customer support by handling inquiries, resolving service-related concerns, and ensuring a seamless customer experience. The role focuses on meeting service level agreements (SLAs), maintaining high customer satisfaction, and supporting operational excellence through accurate and timely issue resolution.

Key Responsibilities

• Respond to customer inquiries via phone, email, chat, or other communication channels.
• Resolve customer concerns related to products, services, accounts, billing, or service requests.
• Provide accurate information regarding company policies, processes, and service offerings.
• Process customer requests, updates, cancellations, and account changes accurately.
• Escalate complex issues to the appropriate department while ensuring timely follow-up and resolution.
• Maintain detailed and accurate records of customer interactions in the CRM system.
• Meet or exceed key performance indicators (KPIs), including quality, productivity, customer satisfaction (CSAT), and adherence.
• Ensure compliance with company policies, data privacy regulations, and security procedures.
• Collaborate with internal teams to improve service delivery and customer experience.
• Identify recurring customer issues and recommend process improvements.

Qualifications

• High school diploma or equivalent; college education is an advantage.
• Excellent verbal and written communication skills.
• Strong problem-solving and critical-thinking abilities.
• Good computer navigation and data entry skills.
• Ability to multitask and work efficiently in a fast-paced environment.
• Willingness to work on shifting schedules, weekends, and holidays as required.
• Customer-focused with a positive attitude and professional demeanor.