Customer Service Representative

Description

BA Communication Services is seeking a dedicated Customer Service Representative to join its vibrant team. This role requires a professional with excellent communication skills, problem-solving abilities, and the capability to multitask effectively to provide outstanding customer support through phone, email, and live chat channels. The ideal candidate listens actively, demonstrates strong product knowledge, and resolves inquiries efficiently to enhance customer satisfaction. This position involves managing a team of 50 customer service representatives, fostering a positive and collaborative environment that promotes accountability and professional growth. The successful candidate leads the team with effective coaching and performance management, utilizing scheduling tools, workflow automation, and call center technology to improve operational efficiency. The role also demands continuous participation in quality assurance processes and drives improvements to align with BA Communication Services' strategic goals, ensuring exceptional service quality and team development.

Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and live chat, using active listening and conflict resolution techniques to maintain high customer satisfaction.
• Maintain accurate and comprehensive records of customer interactions in customer relationship management and ticketing systems to support efficient follow-up and issue resolution.
• Lead and manage a team of 50 customer service representatives, creating an inclusive and supportive work environment that encourages teamwork, accountability, and continuous professional growth.
• Continuously update and enhance product knowledge to provide customers with accurate and personalized support.
• Handle multiple customer interactions simultaneously by prioritizing tasks effectively to ensure timely and high-quality responses with great attention to detail.
• Collaborate with internal departments to escalate and resolve complex customer issues, improving overall customer experience and operational workflows.
• Conduct regular performance evaluations for team members, providing constructive feedback and identifying opportunities for skills development and career advancement.
• Design, implement, and deliver tailored training programs to increase team competencies, reinforce company policies, and uphold excellent customer service standards.
• Utilize call center technology, workflow automation tools, and scheduling software to optimize processes, reduce customer wait times, and streamline service delivery.
• Participate actively in quality assurance and continuous improvement initiatives to enhance both individual and team performance aligning with corporate objectives and customer satisfaction goals.

Experience

2 Years

Apply By

Nov 5, 2026

Required Skills

• Problem Solving
• Conflict Resolution
• Ticketing Systems
• Product Knowledge
• Quality Assurance
• Root Cause Analysis
• Active Listening
• Performance Management
• Team Leadership
• Multitasking

Nice to Have Skills

• Scheduling Tools
• Workflow Automation
• Call Center Technology
• coaching
• Training program development