Customer Service Representative Job at Helpware (San Juan)

Job Description

As a Customer Support Representative, you will collaborate with core team members and department heads to navigate customers' needs and deliver optimal results. We are looking for a candidate with a history of success interacting with customers, building strong relationships, and practicing customer advocacy. Our ideal candidate is eager to learn, strives for excellence, and is committed to building a long-term career.

Job Responsibility

Helping transfer calls between patients/pharmacies/doctors
Become an expert on the product, knowing all the specifics of its functioning
Provide first-level support to customers via email and/or chat in a timely and professional manner
Address customer inquiries, troubleshoot problems, and guide users through basic issue resolution steps
Maintain a positive, empathetic, and professional attitude toward customers at all times
Work on creating, updating, or adjusting customer accounts by documenting personal information
Collaborate with colleagues and management on best practices and insights about any aspect of the job or its duties
Document and track customer interactions, issues, and resolutions in CRM, online tools, and cloud-based platforms
Process and prepare information for auditing and reporting purposes
Update internal and customer-facing knowledge bases
Convert clients' feedback into feature requests for the development of the product
Escalate unresolved issues to Tier 2 support or relevant departments, while maintaining ownership of the case until resolution
Effectively communicate technical information to non-technical users
Stay updated on product knowledge and be able to explain features, functionalities, and common troubleshooting steps
Ability to thrive in a fast-paced, dynamic environment with frequent changes
Open to working all shifts as needed by the business
Other related tasks assigned by managers of the Clients and/or Helpware