Customer Service Representative

Kestel Tours & Travel

Job Summary

Kestel Tours & Travel have the pleasure to announce the vacant position a Customer Service Representative.

  • Minimum Qualification: Diploma
  • Experience Level: Entry level
  • Experience Length: 1 year

Job Description

Expected Job Responsibilities
  • Open and maintain customer accounts by recording account information

  • Resolve product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem; expediting correction or adjustment, following up to ensure resolution.

  • Recommend potential products or services to management by collecting customer information and analyzing customer needs

  • Prepare product or service reports by collecting and analyzing customer information

  • Contribute to team effort by accomplishing related results as needed

  • Manage large amounts of incoming calls

  • Generate sales leads

  • Identify and assess customers' needs to achieve satisfaction

  • Build sustainable relationships of trust through open and interactive communication with potential & existing clients.

  • Provide accurate, valid and complete information by using the right methods/tools

  • Meet personal/team sales targets and call handling quotas

  • Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.

  • Follow communication procedures, guidelines and policies

  • Go the extra mile to engage customers

  • Use telephones to reach out to customers and verify account information

  • Greet customers warmly and ascertain problem or reason for calling

  • Assist with placement of orders, refunds, or exchanges

  • Advise on company information

  • Take payment information and other pertinent information such as addresses and phone numbers

  • Act as the company gatekeeper

  • Suggest solutions when a product malfunctions

  • Inform customer of deals and promotions

  • Sell products and services

  • Utilize computer technology to handle high call volumes

  • Work with customer service manager to ensure proper customer service is being delivered

  • Close out or open call records

  • Compile reports on overall customer satisfaction

  • Handle changes in policies or renewals

  • Resolve customer complaints via phone, email, mail or social media



REQUIREMENTS
  • Strong phone contact handling skills and active listening.

  • Customer orientation and ability to adapt/respond to different types of characters

  • Excellent  conversational English skills and presentation skills.

  • Ability to multi-task, prioritize and manage time effectively

  • High school diploma or equivalent; college degree preferred.

  •  Proven customer support experience. 

  •  Ability to stay calm when customers are stressed or upset.

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