Customer Service Rep

About the role

The Customer Service Representative (CSR) serves as the primary point of contact for customers in a call center environment. This role is responsible for delivering exceptional service, managing transactions, resolving inquiries, and ensuring adherence to company policies, service standards, and performance metrics.

Responsibilities

• Respond to incoming customer calls promptly and courteously to ensure a positive service experience.
• Process customer transactions, including payments, refunds, and account updates, with accuracy and professionalism.
• Accurately document customer interactions, transactions, and relevant data in the system to maintain high data integrity.
• Address customer questions, troubleshoot issues, and escalate complex cases when necessary to ensure timely and effective resolution.
• Provide clear and accurate information regarding products, fare media, programs, and related services.
• Ensure compliance with company policies, regulatory requirements, and internal procedures, including proper recordkeeping.
• Maintain and meet or exceed established KPIs, including call handling time, first-call resolution, and transaction accuracy, while maintaining superior service quality.

Requirements

• High school diploma or equivalent required.
• Previous customer service experience, preferably in a call center, retail, or high-volume service environment, is strongly preferred.
• Strong communication, problem solving, and interpersonal skills with the ability to manage challenging situations professionally.
• Proficiency in computer systems and data entry; experience using CRM or call center platforms is a plus.
• Availability to work extended hours, weekends, or holidays based on business needs.

Qualifications

• None specified.

Skills

• Excellent communication skills.
• Problem-solving abilities.
• Interpersonal skills.
• Data entry proficiency.
• CRM or call center platform experience (optional).

Benefits

• Not specified.

Pay

• Not specified.

Schedule

• Not specified.