Customer Service Representative

HCL Technologies - Horsham, PA

Full-time - Entry Level

Remote - Horsham, PA

Professional, Scientific, and Technical Services

About the position

The Customer Service Representative is responsible for delivering exceptional customer service by addressing inquiries, processing orders, explaining client products, coaching, and managing complaints in a courteous and efficient manner. This role involves direct communication with customers through various channels to ensure satisfaction and loyalty while maintaining accurate records of interactions and transactions.

Responsibilities

• Provide information about products and services to customers via phone, email, live chat, or other communication methods.
• Resolve customer questions and concerns effectively by actively listening and communicating clearly.
• Ensure customer satisfaction by assisting with a variety of requests, inquiries, and complaints.
• Assist with product or service-related tasks, including order processing and handling returns.
• Maintain records of customer interactions and transactions, documenting inquiries and actions taken.
• Build and maintain business relationships with clients to promote customer loyalty.
• Document adverse events and quality complaints, assessing their validity and determining possible causes.
• Make outbound calls related to products or services as needed.

Requirements

• High school diploma or GED; minimum of six months related experience or training, preferably in a call center.
• Ability to read and interpret documents such as safety rules and standard operating procedures.
• Proficiency in typing a minimum of 35 words per minute with high accuracy while talking.
• Proficiency with Microsoft Office and ability to navigate multiple systems while responding to inquiries.
• Ability to manage difficult customers while maintaining composure and excellent time management skills.

Nice-to-haves

• Fluency in French, Portuguese, and/or Spanish may be required based on program needs.
• Experience in a healthcare-related field or with healthcare licenses may be beneficial.

Benefits

• Remote work opportunity
• Training and development programs
• Potential for career advancement