Customer Service Representative

BA Communication Services seeks a dedicated Customer Service Representative to act as the primary liaison between the company and its customers. This role requires excellent communication skills across multiple channels including phone, email, and live chat to respond promptly to inquiries, resolve issues efficiently, and deliver empathetic customer support that enhances satisfaction and loyalty. The ideal candidate possesses strong conflict resolution abilities, active listening skills, and comprehensive product knowledge to provide personalized assistance. Proficiency with customer relationship management software is essential for maintaining accurate records and ensuring smooth issue resolution. This position also includes managing a team of 20 customer service representatives, fostering a supportive and collaborative environment that promotes teamwork, accountability, and professional growth. The role involves leveraging scheduling tools, workflow automation, and call center technologies to optimize efficiency and maintain high service quality. Active engagement in quality assurance and continuous improvement efforts ensures alignment with the strategic goals of BA Communication Services.
Responsibilities

Respond promptly and professionally to customer inquiries via phone, email, and live chat, applying active listening and conflict resolution techniques to ensure high customer satisfaction.
Maintain accurate and detailed records of all customer interactions using customer relationship management and ticketing systems to support efficient tracking and swift resolution of issues.
Lead, manage, and coach a team of 20 customer service representatives, fostering an inclusive work environment that encourages collaboration, accountability, and continuous professional development.
Continuously update and deepen knowledge of company products and services to deliver accurate, tailored support to customers.
Prioritize and manage multiple customer interactions simultaneously to ensure timely, high-quality service with keen attention to detail.
Collaborate closely with internal departments to escalate and resolve complex customer issues promptly, improving the overall customer experience.
Conduct regular performance evaluations of team members, provide constructive feedback, and identify opportunities for skill enhancement and career advancement.
Design and implement targeted training programs to develop team competencies, reinforce company policies, and maintain high customer service standards.
Utilize call center technology, workflow automation tools, and scheduling software to optimize operational efficiency, reduce wait times, and streamline service delivery.
Participate actively in quality assurance and continuous improvement initiatives to elevate both individual and team performance in alignment with company objectives.