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TaskUs · 2 days ago

Customer Service Representative

San Antonio, TX

Full-time

Onsite

New Grad, Entry Level

TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies. The Customer Service Representative role involves delivering exceptional customer service, resolving inquiries efficiently, and ensuring customer satisfaction across various communication channels.

Call CenterCustomer ServiceOutsourcing

Growth Opportunities

Responsibilities

Deliver exceptional customer service by promptly addressing customer inquiries, resolving issues efficiently, and ensuring overall customer satisfaction

Research and provide accurate and timely responses to inquiries coming through phone, email, and live chat support channels

Navigate internal and external documentation and resources to provide world-class service

Identify and escalate priority or unresolved issues to appropriate internal teams

Route calls to the appropriate resources when necessary and document all customer interaction information according to standard operating procedures

Identify, troubleshoot, and communicate emerging trends and patterns in accomplished issues

Strive for high-standard customer satisfaction and experience and ensure that all calls are handled professionally based on the quality guidelines set by the client

Adhere to established protocols, KPIs, guidelines, and company policies to ensure consistent and standardized delivery of customer service

Foster a collaborative work environment by engaging with team members, supervisors, and other departments to resolve customer issues, share knowledge, and contribute to a positive team atmosphere

Participate in all mandated internal and external training and/or seminars

Get to know, understand, and comply with TaskUs' policies and procedures

Qualification

Customer support softwareWindows OSMicrosoft OfficeGoogle applicationsTyping (25 wpm)EmpathyProblem-solvingCommunication skillsAdaptabilityTeam player

Required

Computer literate and proficient in the use of Windows OS, Apple OS, Microsoft Office, and Google applications

Familiar with customer support software, including Zendesk, Slack, and internal troubleshooting tools to resolve issues

Fluent in the English language, as well as reading and writing in English

Must be at least a high school graduate

Must meet minimum typing requirement of 25 wpm

Problem-solving and critical-thinking skills

Great communication skills, written and oral

Must be adaptable and flexible, demonstrating abilities to work with process and information changes

Empathic toward customers and can maintain a customer-centric approach

Team player: acts as a key participant within the internal team and broader company by taking part in department initiatives, providing feedback/updates, promoting collaborative solutions, and supporting colleagues/departments

Open to feedback, eager to learn, and can show improvement

Resilient, calm, and professional when dealing with challenging situations

Adaptable to a dynamically changing business

Trustworthy and reliable with a high level of integrity

Resourceful, high attention to detail, and the ability to multitask