Customer Support Representative (Inbound/outbound Calls)

PlanLab Solutions is seeking a dedicated Customer Support Representative skilled in handling both inbound and outbound calls to join our dynamic team. In this role, you will engage directly with customers from various backgrounds, providing accurate information and resolving inquiries efficiently. The ideal candidate must possess strong active listening skills, effective verbal communication, and comprehensive knowledge of products and services. You will handle multiple tasks simultaneously while managing time effectively to ensure customers receive a seamless experience. This position suits individuals with 0-2 years of relevant customer service experience, eager to develop professionally in a supportive environment. As a Customer Support Representative at PlanLab Solutions, you will work primarily through phone communication, assisting customers with their inquiries and concerns. This role demands proficiency with customer relationship management systems and call center technologies, such as dialers and CRM software. You will apply your problem-solving skills to address issues promptly and utilize customer de-escalation techniques to maintain positive interactions. The role does not entail team management but requires excellent individual performance and collaboration with peers to uphold high service standards.
Responsibilities

Answer inbound customer calls promptly and professionally, addressing inquiries related to products and services.
Make outbound calls to follow up with customers, provide updates, and promote services when appropriate.
Maintain thorough knowledge of the companys products, services, and policies to deliver accurate information.
Use CRM software and dialer systems efficiently to log customer interactions, update customer records, and schedule callbacks.
Employ active listening techniques to understand customer needs and concerns, ensuring empathetic and effective responses.
Manage multiple customer interactions simultaneously while prioritizing tasks to meet individual and team performance goals.
Apply problem-solving skills to identify customer issues quickly and propose appropriate solutions or escalate when necessary.
Demonstrate customer de-escalation tactics to resolve conflicts and maintain a positive relationship with customers.
Adhere to company policies and compliance standards related to customer service and data protection.
Participate in ongoing training and development sessions to enhance customer service skills and product knowledge.
Handle calls within a fast-paced work environment, adapting to changing demands while maintaining professionalism.
Collaborate with other team members and departments to ensure customer satisfaction and continuous improvement in service delivery.