Customer Support Representative (HZ)

CSR (Phone/Email)

About Us

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

Position Overview:

As a Customer Service Representative, You will interact with customers to provide information in response to inquiries about products and services. Handle and resolve complaints as needed.

 Primary Responsibilities:

• Confer with customers by telephone or by email to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
• Check to ensure that appropriate changes were made to resolve customers' problems.
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Resolve customers' service or billing complaints by performing activities such as exchanging products or services, refunding money, or adjusting bills.
• Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
• Refer unresolved customer grievances to designated departments for further investigation.
• Determine charges for services requested, collect deposits or payments, or arrange for billing.
• Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
• Order tests that could determine the causes of product malfunctions.
• Obtain and examine all relevant information to assess validity of complaints and to determine possible causes.
• Review claims adjustments with appropriate departments, examining parts claimed to be defective, and approving or disapproving claims.
• Review insurance policy terms to determine whether a particular loss is covered by insurance.
• Compare disputed products or services with original requisitions and information from invoices and prepare invoices for returned products or services.
• Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
• Maintain Service contracts by scheduling service appointments with customers.
• Schedule and coordinate all service/emergency calls as calls are received.
• Respond to all messages left overnight.
• Maintain service contracts by scheduling service appointments with customer.
• Schedule and coordinate all service/emergency calls.
• Respond to all messages left overnight.
• Other duties as assigned.

Qualifications:

• 6 plus months of experience in customer service-related field.
• Microsoft Office skills
• Communication, Written - Ability to communicate in writing clearly and concisely.
• Communication, Oral - Ability to communicate effectively with others using the spoken word.
• Accountability - Ability to accept responsibility and account for his/her actions.
• Customer Oriented - Ability to take care of the customers’ needs while following company procedures.
• Working Under Pressure - Ability to complete assigned tasks under stressful situations.
• Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.
• Detail Oriented - Ability to pay attention to the minute details of a project or task.
• Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others.
• Sales Ability - Ability to use appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or idea.
• Organized - Possessing the trait of being organized or following a systematic method of performing a task.
• Friendly - Ability to exhibit a cheerful demeanor toward others.
• Honesty / Integrity - Ability to be truthful and be seen as credible in the workplace.
• Assertiveness - Ability to act in a self-confident manner to facilitate completion of a work assignment or to defend a position or idea.
• Accuracy - Ability to perform work accurately and thoroughly.
• No schedule restrictions