Customer Service Agent

The Customer Service Agent is responsible for providing support to customers, addressing queries, resolving issues, assisting with guard compliance, and ensuring customer satisfaction. This role involves interacting with customers and guards through several channels such as phone, email, chat, etc.

Responsibilities and Duties

• Respond to customer inquiries through multiple channels in a professional and timely manner

• Assist internal customers (Guards) with accurate information about products, services, company policies, and procedures

• Investigate customer requests and queries and update the help desk

• Document customer interactions and resolutions in the CRM

• Assist with guard training

• Deliver a high level of service while creating a positive experience for customers

• Maintain a high level of understanding of the company's products and services

• Stay updated on updates for products and services

• Work collaboratively with team members and other departments to improve service quality

• Share feedback and insight on issues with team members and Customer Service Manager

• Adhere to the company policies, procedures, and industry regulations

• Assist in ensuring that all quality and compliance standards of the company are met

• Provide assistance to the respective Operations manager and Central station manager

• Meet performance metrics

• Other Asigned tasks

Qualifications 

• Minimum 5 CXC passes

• Associates degree

Experience

• Previous experience in a customer service or support role is preferred

• Experience with CRM software and Help desk tools

Skills and Attributes

• Excellent verbal and written communication skills

• Ability to listen actively and respond clearly

• Strong problem solving skills to address customer issues effectively

• Ability to remain calm under pressure and handle challenging situations with professionalism