CSR (Phone/Email)
About Us
Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.
Position Overview:
As a Customer Service Representative, You will interact with customers to provide information in response to inquiries about products and services. Handle and resolve complaints as needed.
Primary Responsibilities:
- Confer with customers by telephone or by email to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
- Check to ensure that appropriate changes were made to resolve customers' problems.
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Resolve customers' service or billing complaints by performing activities such as exchanging products or services, refunding money, or adjusting bills.
- Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
- Refer unresolved customer grievances to designated departments for further investigation.
- Determine charges for services requested, collect deposits or payments, or arrange for billing.
- Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
- Order tests that could determine the causes of product malfunctions.
- Obtain and examine all relevant information to assess validity of complaints and to determine possible causes.
- Review claims adjustments with appropriate departments, examining parts claimed to be defective, and approving or disapproving claims.
- Review insurance policy terms to determine whether a particular loss is covered by insurance.
- Compare disputed products or services with original requisitions and information from invoices and prepare invoices for returned products or services.
- Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
- Maintain Service contracts by scheduling service appointments with customers.
- Schedule and coordinate all service/emergency calls as calls are received.
- Respond to all messages left overnight.
- Maintain service contracts by scheduling service appointments with customer.
- Schedule and coordinate all service/emergency calls.
- Respond to all messages left overnight.
- Other duties as assigned.
Qualifications:
- 6 plus months of experience in customer service-related field.
- Microsoft Office skills
- Communication, Written - Ability to communicate in writing clearly and concisely.
- Communication, Oral - Ability to communicate effectively with others using the spoken word.
- Accountability - Ability to accept responsibility and account for his/her actions.
- Customer Oriented - Ability to take care of the customers’ needs while following company procedures.
- Working Under Pressure - Ability to complete assigned tasks under stressful situations.
- Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.
- Detail Oriented - Ability to pay attention to the minute details of a project or task.
- Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others.
- Sales Ability - Ability to use appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or idea.
- Organized - Possessing the trait of being organized or following a systematic method of performing a task.
- Friendly - Ability to exhibit a cheerful demeanor toward others.
- Honesty / Integrity - Ability to be truthful and be seen as credible in the workplace.
- Assertiveness - Ability to act in a self-confident manner to facilitate completion of a work assignment or to defend a position or idea.
- Accuracy - Ability to perform work accurately and thoroughly.
- No schedule restrictions
What We Do
Founded in 2015, Helpware is a company taking a modern approach to the outsourcing industry. We created the company to change perceptions of what outsourcing is and can be, and we did that by building amazing cultures in each of our locations, and by simply treating our employees better. With Helpware, we are all a team and family, and you'll see that true difference when partnering with us.
Helpware builds customized teams in Customer Service and Back Office for industry-leading startups and modern companies. With offices in California, Colorado, Kentucky, Ukraine, Philippines, Germany, and Mexico, we have the global scale to tailor custom teams and processes for success to our many powerhouse clients.
Helpware has grown over the years, initially catering to startup client partners, and has now evolved into creating client partnerships with large enterprises as well.
