Customer Service Representative (Non-Sales Account)

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 timelinesHandle customer calls and email inquiries to gather pertinent business information needed in the creation of their websites and or AudX productsAssists in the creation and maintenance of customer-specific documentation for assigned customer base and desired output mediumdocument details of each call accurately as per company-provided guidelinesdocument and track amendment requests and completionsWork with appropriate teams within the organization to collect assets (logos, images, other digital information) for completion of their websitesConduct research vital to capturing customer informationRespond to client inquiries via phone, email, or chat channels with accurate informationAssist and respond to the teammates’ product-related inquiriesOther Production Responsibilities:Maintaining productivity and accuracy standards for the role and submit to PerformanceImprovement Plan (PIP) when necessaryAccepting tasks assigned by superiors and/or Team Leader with minimal handoverRegularly coordinating, collaborating and interacting with team members to ensure cross-learning and continuous improvementAbiding by the policies and rules of the company and act in a professional manner at all timesPerforming/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 jobOvertime may periodically be required for this positionExperience, Qualifications, Technical Requirements, Education:Bachelor's degree in related field or two years related experienceMinimum 1 year solid experience in a BPOExcellent customer service and support skillsStrong written and oral communication with strong grammar skillsWorking knowledge of Search Engine Optimization (SEO) a plusMust have proficiency with various software applications programs including e-mail messaging applications, Microsoft Word and ExcelBasic understanding of website and AudX products