Customer Service Representative

Description

BA Communication Services is seeking a dedicated and experienced Customer Service Representative to join our dynamic team. This position demands a professional with exceptional verbal communication, active listening, and issue resolution skills to provide outstanding support across multiple channels including phone, email, and live chat. The ideal candidate demonstrates strong problem-solving capabilities, the ability to multitask efficiently, and maintains comprehensive product knowledge to resolve customer concerns promptly and satisfactorily. In addition to delivering frontline customer support, this role includes leading and managing a team of approximately 10 customer service representatives. The successful candidate fosters a collaborative and accountable team environment by coaching and mentoring team members, overseeing scheduling and workflow automation, and driving continuous improvement aligned with the company's strategic goals. This position requires a minimum of two years’ experience in customer service, leadership skills, and proficiency with call center technology to enhance operational effectiveness and ensure exceptional customer experiences.

Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and live chat, utilizing active listening and effective conflict resolution techniques to maintain high customer satisfaction.
• Maintain accurate and detailed records of customer interactions in customer relationship management and ticketing systems to ensure efficient follow-up and resolution of issues.
• Lead and manage a team of 10 customer service representatives, promoting teamwork, accountability, and ongoing professional development within an inclusive and positive work culture.
• Continuously update and apply product knowledge to deliver clear, accurate, and personalized customer support tailored to diverse needs.
• Balance multiple customer interactions simultaneously by effectively prioritizing tasks and managing time to provide timely responses and solutions.
• Collaborate with internal departments to escalate and resolve complex customer issues, thereby improving the overall customer experience and operational processes.
• Conduct regular performance reviews and provide constructive feedback, identifying opportunities for skill enhancement and career growth for team members.
• Design, implement, and deliver customized training programs that uphold company policies, enhance team competencies, and maintain high service quality standards.
• Utilize call center technology, scheduling software, and workflow automation tools to optimize customer service operations, reduce wait times, and increase team productivity.
• Participate actively in quality assurance and continuous improvement initiatives aimed at elevating individual and team performance in alignment with company goals.
• Manage the customer complaint process and employ service recovery techniques to effectively resolve issues, preserve customer trust, and enhance satisfaction.
• Monitor call metrics and customer interaction management systems to analyze trends and identify service improvement opportunities.
• Ensure comprehensive documentation and knowledge base maintenance to facilitate efficient information retrieval and ongoing staff training.

Experience

2 Years

Apply By

Nov 20, 2026

Required Skills

• Active Listening
• Time management
• Customer Complaint Management
• Multitasking
• Conflict Resolution
• Team Leadership
• Ticketing Systems
• Customer Relationship Management (CRM)
• Zoom
• Issue resolution
• Verbal Communication

Nice to Have Skills

• Scheduling Software
• Workflow Automation
• Performance Management
• Quality Assurance
• Training and Development
• Call Center Technology
• Documentation Management