Customer Service Representative

Description

BA Communication Services seeks a dedicated Customer Service Representative to join our vibrant team. This role requires strong communication skills, problem-solving abilities, and effective multitasking to deliver excellent support to customers across phone, email, and live chat channels. The successful candidate actively listens to customers’ needs, possesses comprehensive product knowledge, and resolves issues efficiently to ensure high customer satisfaction. With at least two years of experience, the candidate will provide personalized support and maintain accurate documentation of customer interactions while managing multiple tasks seamlessly. In addition to frontline customer support duties, this position entails leading and managing a team of approximately 30 customer service representatives. The role demands leadership and coaching skills to foster a positive, collaborative, and accountable work environment that promotes professional growth. The ideal candidate uses scheduling tools, workflow automation, and call center technology to boost operational efficiency. They also participate in quality assurance and continuous improvement activities to align service delivery with BA Communication Services’ strategic goals.

Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and live chat, utilizing active listening and conflict resolution techniques to maintain a high level of customer satisfaction.
• Maintain accurate and detailed records of customer interactions in customer relationship management and ticketing systems to ensure efficient follow-up and issue resolution.
• Lead and manage a team of approximately 30 customer service representatives, creating an inclusive and supportive environment that promotes teamwork, accountability, and continuous professional development.
• Continuously update and deepen product knowledge to provide accurate, clear, and personalized customer support tailored to individual needs.
• Handle multiple customer interactions simultaneously by effectively prioritizing tasks and managing time to deliver timely and accurate responses.
• Collaborate with internal departments to escalate and resolve complex customer issues, improving overall customer experience and operational processes.
• Conduct regular performance reviews for team members, delivering constructive feedback and identifying opportunities for skill development and career growth.
• Design, implement, and deliver tailored training programs that enhance team capabilities, reinforce company policies, and maintain high customer service standards.
• Utilize call center technology, workflow automation tools, and scheduling software to optimize service processes, reduce customer wait times, and streamline operations.
• Participate actively in quality assurance programs and continuous improvement initiatives to improve both individual and team performance in alignment with company objectives.

Experience

2 Years

Apply By

Nov 14, 2026

Required Skills

• Communication Skills
• Problem Solving
• Multitasking
• Conflict Resolution
• Active Listening
• Time management
• Product Knowledge
• Call Monitoring
• Call Center Software
• knowledge base management
• Information Documentation
• Team Leadership

Nice to Have Skills

• coaching
• Scheduling Tools
• Workflow Automation
• Quality Assurance