Customer Service Representative

Description

BA Communication Services is seeking a dedicated Customer Service Representative to deliver exceptional support through multiple channels including phone, email, and live chat. This role requires strong verbal communication, active listening, and effective problem-solving skills to address customer inquiries promptly and satisfactorily. The position demands proficiency with call center technologies, multitasking capabilities, and comprehensive product knowledge to ensure efficient and accurate service delivery. In addition to frontline customer support, the successful candidate will lead and manage a team of 10 customer service representatives. This leadership responsibility includes promoting teamwork, accountability, and continuous development through coaching, mentoring, and performance management. The role also involves overseeing workflow automation, scheduling, training implementation, and quality assurance to drive productivity and exceptional customer satisfaction at BA Communication Services.

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 10 customer service representatives, fostering an environment of collaboration, accountability, and ongoing professional development.
• Provide continuous coaching and mentoring to team members to enhance skills and support career advancement.
• Oversee scheduling, workload distribution, and workflow automation to optimize team productivity and minimize response times.
• Regularly update and apply thorough product knowledge to deliver personalized and precise support tailored to diverse customer needs.
• Manage multiple customer interactions simultaneously by prioritizing tasks and managing time effectively to ensure timely and accurate solutions.
• Collaborate with internal departments to escalate and resolve complex issues, thereby improving overall customer experience and operational processes.
• Conduct performance evaluations, offering constructive feedback and identifying individual training needs to strengthen team capabilities.
• Design, implement, and deliver customized training programs aligned with company standards to maintain high-quality service.
• Utilize call center technologies and scheduling software to monitor and enhance service efficiency and team performance.
• Participate actively in quality assurance and continuous improvement initiatives to boost individual and team effectiveness.
• Manage the customer complaint process using service recovery techniques to resolve issues, restore trust, and increase satisfaction.
• Analyze customer interaction data and call metrics to identify trends and propose service improvement strategies.
• Maintain comprehensive documentation and knowledge bases to facilitate quick information retrieval and support ongoing staff training.

Experience

1 Year

Apply By

Nov 26, 2026

Required Skills

• Time management
• Customer Complaint Handling
• CRM Software
• Communication Skills
• Performance Management
• Customer Support
• Conflict Resolution
• Coaching and Mentoring
• Team Leadership
• order processing
• Product Knowledge
• Problem Solving
• Active Listening
• Ticketing Systems

Nice to Have Skills

• Workflow Automation
• Quality Assurance
• Scheduling
• Training Program Design