Customer Support Representative (Voice & Non-Voice) – Online Application

About the role

You will be instrumental in maintaining customer satisfaction, resolving issues efficiently, and representing our company with professionalism and care. This position plays a crucial role in our commitment to delivering outstanding customer experiences and building long-term client relationships.

1. Handle inbound and outbound customer inquiries via phone calls, ensuring clear communication and professional conduct at all times
2. Respond to customer queries through non-voice channels including email, chat, and social media platforms in a timely and courteous manner
3. Document all customer interactions accurately in the company's customer relationship management (CRM) system
4. Identify, investigate, and resolve customer issues, escalating complex cases to supervisors or relevant departments when necessary
5. Provide product and service information to customers, addressing concerns and offering suitable solutions
6. Maintain detailed records of customer communications and resolutions for quality assurance and future reference
7. Adhere to company protocols and quality standards while handling customer interactions
8. Contribute to a positive team environment and collaborate with colleagues to achieve departmental goals
9. Meet or exceed performance targets including call handling time, customer satisfaction ratings, and first-contact resolution rates

1. High school diploma or equivalent qualification; further education or customer service certification is advantageous
2. Proven experience in a customer service or call centre role, preferably handling both voice and non-voice communications
3. Excellent verbal and written communication skills with a clear speaking voice and ability to explain information concisely
4. Strong listening skills and empathy, with the ability to understand customer needs and respond appropriately
5. Proficiency in using computer systems, CRM software, and common office applications
6. Ability to multitask and manage multiple customer interactions simultaneously whilst maintaining quality
7. Problem-solving mindset with the ability to think critically and find practical solutions
8. Patience and composure when dealing with difficult or frustrated customers
9. Reliability and punctuality, with flexibility to work in a shift-based environment if required
10. Willingness to learn and adapt to new processes, systems, and products
11. Professional attitude and presentation standards

1. Competitive salary package commensurate with experience and performance
2. Comprehensive training programme to equip you with product knowledge and customer service best practices
3. Clear career progression opportunities within the customer service and wider business operations teams
4. Employee support and development programmes to enhance your professional skills
5. A collaborative and supportive work environment where your contributions are valued
6. Flexible working arrangements where possible to support work-life balance
7. Employee wellness initiatives and assistance programmes
8. Opportunities to work across diverse projects and client portfolios

About us

Our team is passionate about providing outstanding support and building meaningful relationships with customers. We believe in investing in our employees' growth and creating an environment where professionalism and collaboration thrive. At GDV Business Services Co., we are dedicated to maintaining the highest standards of service quality and customer satisfaction.

Apply now

If you are enthusiastic about delivering excellent customer service and believe you are the right fit for this opportunity, we would like to hear from you. Please submit your application online today. We look forward to welcoming a dedicated team member to our growing organisation.