Customer Service Advisor - Digital Intake - SMM - 2025

Customer Service Advisor

The Customer Support Associate I position interfaces with customers via inbound calls, outbound calls, or through the Internet depending upon client requirements. This position provides customer service support and resolution of routine problems regarding client's product or services.

Essential Functions/Core Responsibilities

• Ensure service delivered to our customers meets contractual Key Performance Indicator ('KPIs')
• Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
• Maintain basic knowledge of client products and/or services
• Prepare complete and accurate work including appropriately notating accounts as required
• Participate in activities designed to improve customer satisfaction and business performance
• Offer additional products and/or services
• Track, document and retrieve information in call tracking database
• Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff

Candidate Profile

High school diploma with three to six months of relevant experience preferred

Courteous with strong customer service orientation

Strong computer navigation skills and PC Knowledge

Ability to effectively communicate, both written and verbally

Dependable with strong attention to detail

Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly

Tolerance for repetitive work in a fast-paced, high production work environment

Ability to work as a team member, as well as independently

Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner

Ability to rotate shifts, as needed

Based on location and/or program, additional experience/skills may be required

*Job requirements may vary by country and will not contravene any local laws

Career Framework Role

Has program required basic skill set to perform routine tasks within simple processes but lacking program/product specific knowledge. Works with close supervision and clearly defined procedures. Starting to demonstrate familiarity with client terminology, operating standards and procedures. Starter without sustained metric performance levels.

Supplemental Geographical Information

RECRUITER ENTER THE APPLICABLE LANGUAGE:

UNITED KINGDOM- EXCLUDE HIGH SCHOOL INFORMATION IN CANDIDATE PROFILE SECTION

PHILIPPINES

Minimum of two years of college education. No prior call center experience is required

Ability to think clearly and can explain simple issues effectively, both written and verbally

INDIA

Ability to effectively communicate, both written and verbally

Listen attentively to customer needs and concerns; demonstrate empathy

Clarify customer requirements; probe for and confirm understanding of requirements or problem

Confirm customer understanding of the solution and provide additional customer education as needed

Ability to learn including strong problem solving skills

Demonstrate strong probing and problem solving skills

Should be able to handle complex queries

Should be able to resolve customer queries independently

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.