Description

Job Summary:
The Customer Service Representative at Algoc is responsible for delivering exceptional support to clients by handling inquiries, resolving issues, and ensuring customer satisfaction. This role requires clear communication, problem-solving skills, and a strong commitment to maintaining positive customer relationships. The ideal candidate will be knowledgeable about Algoc’s products and services and be proactive in helping customers maximize their value.

Key Responsibilities:
Customer Support and Issue Resolution

Respond promptly to customer inquiries via phone, email, and chat.
Address customer complaints, resolve issues, and provide follow-up to ensure satisfaction.
Escalate complex issues to the appropriate department when necessary.
Product Knowledge and Assistance

Develop a comprehensive understanding of Algoc’s products and services.
Guide customers in using products effectively and answer any product-related questions.
Provide updates on new features or changes to services.
Account Management and Retention

Help customers manage their accounts, update personal information, and assist with billing or account-related queries.
Identify opportunities for upselling or cross-selling relevant products to meet customer needs.
Track customer feedback and suggest ways to improve customer retention.
Documentation and Reporting

Document customer interactions, including complaints, inquiries, and actions taken.
Maintain accurate and up-to-date records in customer relationship management (CRM) software.
Report recurring issues to the Customer Service Manager to improve processes and prevent future issues.
Collaboration and Team Support

Work closely with other departments, including Sales, Technical Support, and Product Development, to resolve customer issues efficiently.
Participate in team meetings and share insights to enhance customer service strategies.
Support training efforts by sharing experiences and assisting with onboarding new team members.
Quality Assurance and Customer Satisfaction

Ensure all customer interactions meet Algoc’s standards of service quality.
Collect and analyze customer feedback to continuously improve the customer experience.
Strive to exceed performance metrics, such as response time, resolution time, and customer satisfaction scores.
Qualifications:
Education: High school diploma required; Associate’s or Bachelor’s degree preferred.
Experience: 1-2 years of customer service experience, ideally in a tech or software environment.
Skills:
Excellent verbal and written communication skills.
Proficiency in CRM software (e.g., Salesforce, Zendesk) and general tech tools (Microsoft Office, Google Workspace).
Strong problem-solving skills and attention to detail.
Patience, empathy, and a customer-first attitude.
Work Environment:
Flexible with options for remote work if necessary.
Standard office hours with occasional need for flexibility to cover different time zones or peak periods.