Created date: 2025-10-17
Valid upto: 2025-11-14
Job Title: Customer Service Representative
Department: Customer Support
Location: Home-based / Remote
Reports to: Customer Service Manager
Overall Purpose:
Deliver exceptional customer service through effective handling of calls, appointment scheduling, and post-service support. Maintain accurate communication records, ensure customer satisfaction, and support service delivery through timely follow-ups and lead conversion.
Key Responsibilities:
Customer Call Handling & Support
Provide prompt and professional responses to all customer calls.
Address inquiries, resolve concerns, and assist customers with services or products.
Confirm customer identity and obtain consent before proceeding.
Handle all interactions confidentially and comply with data protection standards.
Appointment Scheduling & Management
Schedule and confirm appointments accurately.
Follow up with customers to reschedule or reconfirm appointments.
Ensure continuity of service through follow-up bookings.
Lead Follow-Up & Tracking
Allocate time daily to contact leads from various channels.
Maintain updated customer and lead profiles in CRM.
Track pending requests and ensure resolution within service standards.
Email Communication & CRM Management
Draft clear, professional, and timely emails to respond to inquiries.
Track all email activity for continuity across customer interactions.
Support lead nurturing through follow-ups and campaigns.
Turnaround Time & Service Efficiency
Handle inquiries and booking tasks within a standard turnaround time.
Proactively follow up on unresolved issues or incomplete bookings.
Maintain responsiveness and efficiency in line with team KPIs.
Quality Assurance, Compliance & Reporting
Maintain accurate records of all customer interactions.
Stay informed about policies, services, and updates to communicate accurately.
Provide regular reports on key performance metrics.
Uphold professionalism and high customer care standards in all communications.
Competencies:
Customer Service: Professional and empathetic communication.
Attention to Detail: Accurate data entry and scheduling.
Time Management: Efficient call handling and responses.
Problem-Solving: Resolving service-related concerns.
CRM Proficiency: Familiarity with HubSpot or similar systems.
Organisation: Managing multiple leads, appointments, and follow-ups.
Communication: Clear and professional verbal and written skills.
Lead Nurturing: Converting inquiries into appointments.
Bachelor degree
Experience / Qualifications:
Excellent oral and written English communication skills.
Previous call center or customer service experience preferred.
Successful completion of in-house training required.
Self-motivated and able to work independently.
Strong interpersonal skills and team collaboration ability.
Working Hours and Conditions:
Full-time, 40 hours per week (flexible for time zones as needed).
Remote working setup with a stable internet connection and quiet environment.
Occasional flexibility required for high-priority follow-ups or campaign deadlines.
Compliance with data protection, confidentiality, and health & safety protocols.