Lead Customer Service Representative

Triple

Triple is leading the way in remote work solutions, helping small and medium-sized businesses in North America build highly efficient remote teams for Administration, Customer Service, Accounting, Operations, and back-office roles. Our focus has always been on our Clients, People, and Planet, ensuring our operations contribute positively across these key areas. Distinguished by its rigorous standards, Triple excels in :

Selectively recruiting the top 1% of industry professionals

Delivering in-depth training to ensure peak performance

Offering superior account management for seamless operations

Embrace unparalleled professionalism and efficiency with Triple, where we redefine the essence of remote hiring.

Summary

This is a full-time remote role for a Senior Customer Service Representative. The Representative will be responsible for providing excellent customer service to clients through calls, handling inquiries, resolving issues, and ensuring customer satisfaction. The Representative will also be accountable for maintaining accurate customer records in the CRM system, achieving customer service targets and goals, and communicating customer feedback to the management team.

Responsibilities

Customer Interaction : Communicate with customers via phone, email, and chat, demonstrating empathy, active listening, and professionalism at all times.

Issue Resolution : Identify customer concerns and find effective solutions, aiming for first-contact resolution whenever possible, while adhering to company policies and guidelines.

Product Knowledge : Maintain a deep understanding of the products or services to answer customer queries and provide appropriate recommendations accurately.

Documentation : Accurately record customer interactions, transactions, and issues in the CRM system, ensuring a comprehensive record of customer interactions.

Problem-Solving : Analyze complex situations, think critically, and take proactive steps to resolve issues, collaborating with other departments when necessary.

Compliance : Adhere to company policies, industry regulations, and ethical standards, ensuring customer data privacy and security.

Continuous Improvement : Participate in ongoing training and development programs to enhance your skills and knowledge, contributing to improving customer service processes.

Feedback Handling : Gather customer feedback and report recurring issues or suggestions to the appropriate teams for process improvement.

Team Collaboration : Collaborate with fellow team members to share insights, knowledge, and best practices, fostering a supportive work environment.

Qualifications

Customer Support, Customer Satisfaction, and Customer Experience skills

Excellent problem-solving and analytical skills

Ability to multitask and prioritize workload in a fast-paced environment

Experience with CRM systems and contact center technologies

Excellent verbal and written communication skills

Ability to work independently and remotely

A bachelor's degree or higher in a related field is preferred

Experience in a customer service or contact center environment is preferred

Schedule (US Shifts Only)

Eastern Time - 6 : 30 p.m. - 3 : 30 a.m. IST, Rotational Shifts

Pacific Time - 9 : 30 p.m. - 6 : 30 a.m. IST, Rotational Shifts

Logistical Requirements

Quiet and brightly illuminated work environment

Laptop with a Minimum of 8GB RAM, an i5 8th-gen processor

720P Webcam and Headset

A reliable ISP with a minimum speed of 100 Mbps

Smartphone