Customer Service Representative

Description

BA Communication Services is hiring a dedicated Customer Service Representative to provide outstanding support across multiple communication channels including phone, email, and live chat. The role requires exemplary verbal communication, active listening, and issue resolution skills to ensure prompt and satisfactory responses to customer concerns. This position demands strong multitasking abilities, comprehensive product knowledge, and proficiency with call center technology to deliver efficient and effective service experiences. The successful candidate will address customer inquiries with professionalism, maintain detailed records using CRM systems, and support continuous improvements in customer care. In addition to frontline support, this role includes leading and managing a team of 20 customer service representatives. The incumbent fosters a positive team environment focused on collaboration, accountability, and ongoing development. Responsibilities include coaching, mentoring, overseeing scheduling and workflow automation, conducting performance reviews, designing training programs, and driving quality assurance initiatives. This leadership aspect supports BA Communication Services' strategic goals by enhancing team productivity and ensuring exceptional customer satisfaction.

Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and live chat using active listening and effective conflict resolution to maintain high satisfaction levels.
• Maintain accurate and detailed customer interaction records in CRM and ticketing systems to ensure efficient issue tracking and resolution.
• Lead and manage a team of 20 customer service representatives, promoting teamwork, accountability, and continuous professional development.
• Provide ongoing coaching and mentoring to team members, fostering skill growth and career advancement potential.
• Oversee scheduling, workload distribution, and automate workflows to optimize team productivity and reduce response times.
• Continuously update and apply in-depth product knowledge to offer personalized and accurate customer support tailored to diverse needs.
• Manage multiple customer interactions simultaneously by prioritizing tasks and managing time effectively to deliver timely solutions.
• Collaborate with internal departments to escalate and resolve complex issues, improving overall customer experience and operational processes.
• Conduct regular performance evaluations, providing constructive feedback and identifying training needs to strengthen team capabilities.
• Design, implement, and deliver customized training programs aligned with company policies to maintain high service quality standards.
• Utilize call center technologies and scheduling software to enhance service efficiency and monitor performance metrics.
• Participate actively in quality assurance and continuous improvement initiatives to elevate individual and team effectiveness.
• Manage the customer complaint process using service recovery techniques to resolve issues, restore trust, and improve satisfaction.
• Analyze call metrics and customer interaction data to identify trends and recommend service improvement opportunities.
• Ensure comprehensive documentation and knowledge base maintenance to facilitate efficient information retrieval and support ongoing staff training.

Experience

2 Years

Apply By

Nov 24, 2026

Required Skills

• Issue resolution
• Customer Complaint Management
• Conflict Resolution
• Training and Development
• Performance Management
• Team Leadership
• Customer needs assessment
• CRM Case Management
• order processing
• Product Knowledge
• Verbal Communication
• Written Communication
• Active Listening

Nice to Have Skills

• Scheduling and Workflow Automation
• Quality Assurance
• Time management
• Multitasking