Customer Service Representative

 We are hiring a Customer Service Representative to manage customer queries and complaints. You will also be asked to process orders, modifications, and escalate complaints across a number of communication channels. To do well in this role you need to be able to remain calm when customers are frustrated and have experience working with computers. Customer Service Representative Responsibilities:Maintaining a positive, empathetic, and professional attitude toward customers at all times.Responding promptly to customer inquiries.Communicating with customers through various channels.Acknowledging and resolving customer complaints.Knowing our products inside and out so that you can answer questions.Processing orders, forms, applications, and requests.Keeping records of customer interactions, transactions, comments, and complaints.Communicating and coordinating with colleagues as necessary.Providing feedback on the efficiency of the customer service process.Managing a team of junior customer service representatives.Ensure customer satisfaction and provide professional customer support.Customer Service Representative Requirements:High school diploma, general education degree, or equivalent.Ability to stay calm when customers are stressed or upset.Comfortable using computers.Experience working with customer support. 

Qualifications:1-3 Years Background as Supervisor for any Telco/ Retail/ Financial Account3 or more years Experience in Call Center or BPOGood Coaching and People Management SkillsMonitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.Job description:Ensuring agents understand and comply with all call center objectives, performance standards, and policies.Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.Identifies creative ways to reduce cost by streamlining processes and systems (i.e. modification of responsibilities or consolidation of tasks, elimination of nonvalue added processes).Drives continuous improvement through trend reporting analysis and metrics management.Offers new ideas and suggestions for improvement.Identifies and implements new practices and processes that are “best in field".Demonstrates a commitment to customer service; anticipates, meets and exceeds expectations by solving problems quickly and effectively making customer issues a priority.Confers with reporting manager on complex or unusual situations.Exchanges knowledge and information with other iQor facilities to ensure best practices are shared throughout the iQor organization.Understands and embraces the business and call center operations strategic direction.

Design, develop, and maintain web and middle tier applications, analyzing and troubleshooting processes.Support enhancements and maintenance of deployed applicationsResearching & prototyping new technologies and providing recommendations for application improvement.Additional responsibilities may include documenting product functionality, supporting QA and deployment activities, troubleshooting and resolving production application defects.Considerable knowledge and hands-on experience in building Single-Page applications such as React.Experienced is using CSS and with responsive designs.Strong background in web tier and middle tier development with OOP experienceExperience building and handling RESTful API’s & AJAX enabled applications.Experience with multithreaded programming and concurrency controlExperience with source control systems, such as TFS or any other source control experienceStrong background in data modeling and database design conceptsExperience with different software engineering methodologies (AGILE, Scrum)Presentable portfolio of development work, online desiredMinimum of 3 years’ experience in a relevant IT position OR equivalent work experience