We are seeking a dedicated and detail-oriented Customer Service Representative (CSR) to join our team. The CSR will play a crucial role in handling inbound and outbound calls, ensuring professional communication with candidates, and supporting our testing program. The ideal candidate will possess exceptional communication skills, proficiency in computer applications, and the ability to manage calls efficiently while adhering to our client’s requirements and procedures.
Inbound Call Management:
- Manage inbound calls from candidates, focusing on scheduling with executives, calendar management, availability checks, and addressing general inquiries.
- Maintain a clear understanding of our candidate tests to provide accurate information and guidance during interactions.
Outbound Call Operations:
- Conduct outbound calls to provide reminders, address concerns, and ensure candidates’ adherence to testing procedures.
- Handle outbound communication tasks efficiently and courteously, maintaining a high standard of professionalism.
- Demonstrate excellent communication skills with a neutral accent, ensuring clear and coherent interactions with candidates.
- Utilize computer programs such as Microsoft Word, Excel, and online telephony and messaging tools like Vonage proficiently during calls.
- Understand the geographical area of operation to organize projects effectively, minimizing driving time between locations and optimizing scheduling.
- Collaborate effectively with team members, providing necessary assistance and ensuring a cohesive work environment.
- Prior experience in inbound client escalation and resolution is desired to handle any complex situations effectively.
- With 2 – 4 years of working experienced as a Customer Service Representative.
- Excellent communication skills with fluency in English and the ability to engage professionally with candidates.
- Proficiency in Microsoft Word, Excel, and experience with online telephony systems like Vonage.
- Prior experience in inbound client escalation and customer service roles is advantageous.
- Ability to manage 20-40 candidate calls daily, maintaining adherence to our testing program and procedures.
- Adaptability to handle both inbound and outbound calls effectively and efficiently.