Customer Service Advisor

Job Title: Customer Service Advisor

Job Summary:
We are looking for a dedicated and customer-focused Customer Service Advisor to manage customer interactions across multiple channels, including voice calls, email, and live chat. The ideal candidate will have a strong customer service mindset, excellent communication skills, and the ability to effectively handle customer concerns and complaints while maintaining a positive brand experience.

Key Responsibilities:

• Manage inbound and outbound customer interactions via phone, email, and live chat in a fast-paced environment
• Resolve customer inquiries, issues, and complaints in accordance with company policies and client guidelines
• Meet and maintain key performance indicators (KPIs)
• Ensure compliance with quality standards, scripts, and regulatory requirements
• Accurately document all customer interactions in CRM or ticketing systems
• Escalate complex or unresolved concerns following proper escalation procedures
• Provide clear, accurate, and timely information to customers
• Maintain professionalism and empathy when handling difficult or irate customers
• Stay updated with product knowledge, process changes, and client requirements

Requirements:

• At least 6 months to 1 year of experience in a BPO or contact center environment (preferred)
• Experience handling voice, email, and/or chat support
• Excellent English communication skills (verbal and written)
• Strong problem-solving and complaint-handling skills
• Ability to multitask and navigate multiple systems simultaneously
• Willingness to work in shifting schedules, including nights, weekends, and holidays

Key Competencies:

• Strong customer service orientation
• Empathy and active listening skills
• Resilience and ability to handle pressure
• Attention to detail and accuracy
• Adaptability to changing processes and tools
• Team collaboration and accountability