Client Service Representative

About the role

We are currently hiring a Client Service Representative to support our global clients in the technology and internet/web services industry. You will act as the primary point of contact for clients requiring assistance with our internet products and services.

Responsibilities

• Respond promptly and accurately to client inquiries via multiple communication channels such as chat, telephone, and email.
• Help customers manage a portfolio of domain names and digital assets to help protect and secure our clients' global internet brands.
• Build and maintain client relationships by understanding the unique needs of each client.
• Troubleshoot and resolve customer order requests and enquiries related to domain names, DNS, digital certificates, digital brand management, billing inquiries, and technical problems.
• Ensure timely and efficient resolutions to maintain customer satisfaction.
• Identify and escalate unresolved or complex issues to the appropriate teams, ensuring follow-up and resolution in a timely manner.
• Develop and maintain an in-depth understanding of our services and communicate industry changes and new product offerings to clients.
• Aid other teams within DBS with client brand launches and projects, problem-solving, and troubleshooting as needed.
• Strive to meet or exceed metrics designed to help us achieve our industry-leading client service support, as evidenced by our world-class Net Promoter Score (NPS) results.

Requirements

• Experience working in a customer-centric environment, preferably in the retail, hospitality & tourism, patient services, or restaurant industries.
• Effective written and verbal communication skills.
• Ability to think critically and be solution-oriented.
• Strong Microsoft Office skills including MS Excel, Word, and Outlook.
• The ability to learn, adapt to, and discuss new technology.
• Tenacity and agility to balance varying priorities and inquiries from internal and external customers.
• Proven organizational skills with the ability to prioritize work under pressure in a fast-paced environment.
• Previous experience of producing quality results with high attention to detail.
• The ability to be direct, open, and honest when communicating with clients and co-workers.
• Bilingual skills are a plus.

Qualifications

• Experience working in a customer-centric environment, industry and/or role.
• Effective written and verbal communication skills.
• Ability to think critically and be solution-oriented.
• Strong Microsoft Office skills including MS Excel, Word, and Outlook.
• The ability to learn, adapt to, and discuss new technology.
• Tenacity and agility to balance varying priorities and inquiries from internal and external customers.
• Proven organizational skills with the ability to prioritize work under pressure in a fast-paced environment.
• Previous experience of producing quality results with high attention to detail.
• The ability to be direct, open, and honest when communicating with clients and co-workers.
• Bilingual skills are a plus.

Skills

• Customer service skills.
• Technical skills related to domain names, DNS, digital certificates, digital brand management, and billing inquiries.
• Problem-solving abilities.
• Communication skills.
• Microsoft Office proficiency.

Benefits

We offer a range of support to colleagues with disabilities, ensuring people have the necessary resources to thrive in their roles. We encourage candidates to work closely with our talent acquisition partners to convey their specific needs.

Pay

CSC provides competitive and comprehensive benefits, including annual leave, tuition reimbursement, referral bonuses, and more.

Schedule

We offer flexible work schedules in alignment with local regulations, including a hybrid or remote work model.

About CSC

CSC is a global business, legal, and financial services company based in Wilmington, Delaware, USA, providing knowledge-based solutions to clients worldwide. We have offices and capabilities in over 140 jurisdictions in the Americas, Europe, Asia Pacific, and the Middle East, and more than 8,000 colleagues. We are the business behind business.®