Job Title: Customer Service Representative
Description
Digitide is seeking a professional Customer Service Representative to join our support team. This role emphasizes outstanding customer service, clear communication, efficient issue resolution, and expert handling of inbound calls. The successful candidate will deliver a consistently positive customer experience while meeting operational targets and contributing to continuous improvement initiatives.
Responsibilities
- Answer inbound customer calls promptly and professionally, following company guidelines and call scripts when appropriate.
- Use active listening and effective questioning to understand customer needs and provide accurate, empathetic responses.
- Handle a variety of inquiries including account questions, billing, product information, and service issues, working to resolve matters on the first contact whenever possible.
- Document interactions thoroughly and accurately in the company CRM, including actions taken and outcomes.
- Escalate complex or unresolved issues to the appropriate team in a timely manner and follow up to ensure satisfactory resolution.
- Meet or exceed key performance indicators such as average handle time, first contact resolution, and customer satisfaction (CSAT).
- Participate in training, coaching, and quality assurance activities to maintain service standards and improve performance.
- Collaborate with cross-functional teams to identify recurring issues and support process improvements that enhance the customer experience.
Qualifications
- High school diploma or equivalent; associate degree or higher preferred.
- Proven experience in a customer service or call center role handling inbound calls.
- Strong verbal and written communication skills with the ability to communicate clearly and professionally with diverse customers.
- Demonstrated ability to de-escalate situations and achieve positive outcomes through conflict resolution and empathy.
- Comfortable working with CRM systems and call center software; solid computer literacy.
- Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
- Flexibility to work scheduled shifts, which may include evenings, weekends, or holidays depending on business needs.
Skills
- Customer Service
- Verbal Communication
- Written Communication
- Active Listening
- Conflict Resolution
- Problem Solving
- Empathy
- Inbound Call Handling
- Customer Relationship Management (CRM)
- Call Center Software
- Data Entry
- Time Management
- Multitasking
- Microsoft Office
- Technical Troubleshooting
