Customer Service Representative (CSR)  

The position will be responsible for contacting clients, sales representatives and their customers by phone, email or internal ticketing system to collect information.
By conducting phone interviews and email exchanges with our clients, it aims to understand the customers' business, help develop content ideas, and create a package of information that can be used by our internal creative teams to generate compelling online, and offline copy.

Duties and Responsibilities:

• Act as the main point of contact for multiple clients and their customers via phone, email, Zendesk and our internal teams to deliver sharp creative packages within tight timelines
• Handle customer calls and email inquiries to gather pertinent business information needed in the creation of their websites and or AudX products
• Assists in the creation and maintenance of customer-specific documentation for assigned customer base and desired output medium
• Document details of each call accurately as per company-provided guidelines
• Document and track amendment requests and completions
• Work with appropriate teams within the organization to collect assets (logos, images, other digital information) for completion of their websites
• Conduct research vital to capturing customer information
• Respond to client inquiries via phone, email or chat channels with accurate information
• Assist and respond to the teammates’ product-related inquiries

Other Production Responsibilities:

• Maintaining productivity and accuracy standards for the role and submit to Performance
• Improvement Plan (PIP) when necessary
• Accepting tasks assigned by superiors and/or Team Leader with minimal handover
• Regularly coordinating, collaborating and interacting with team members to ensure cross-learning and continuous improvement
• Abiding by the policies and rules of the company and act in a professional manner at all times
• Performing/rendering other duties or special projects, training and/or hours of work as may be reasonably required, and which are consistent with the general level of responsibility of this job
• Overtime may periodically be required for this position

• Bachelor's degree in related field or three years related experience

• Excellent customer service and support skills

• Strong written and oral communication skills, including presentation skills

• Willing to work in a shifting schedule including but not limited to the graveyard shift, holidays, weekends, or as needed by the business

• Good planning, organizing, and problem-solving skills

• Must have proficiency with various software applications programs including e-mail messaging applications, Microsoft Word and Excel