Customer Service Representative - Columbia, SC

Customer Service Representative - Columbia, SC

Contract

Kedia Corporation connects people with what they want on a global scale. We are committed through use of innovation to create exceptional user experiences. Kedia is engineering. Using cutting edge techniques, we have defined the way business will continue future operations. Our company provides a challenging, fast paced, and growth oriented foundation to develop and empower people to innovate in the business services field.

This role involves handling customer inquiries, processing orders, resolving complaints, and coordinating with internal teams to ensure accurate information and timely resolution. The position requires strong communication, problem solving, and documentation skills to maintain high levels of customer satisfaction.

• Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Check to ensure that appropriate changes were made to resolve customers  problems.
• Determine charges for services requested, collect deposits or payments, or arrange for billing.
• Refer unresolved customer grievances to designated departments for further investigation.
• Review insurance policy terms to determine whether a particular loss is covered by insurance.
• Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
• Resolve customers  service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
• Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
• Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills.

• Autodialers — Autodialing systems;
  Predictive dialers
• Automated attendant systems — Voice broadcasting systems
• Automatic call distributor ACD — Automatic call distribution ACD system
• Scanners — Standalone telephone caller identification;
  Dialed number identification systems DNIS

• Contact center software — Avaya software;
  Multi-channel contact center software;
  Timpani Contact Center;
  Timpani Email
• Customer relationship management CRM software — Austin Logistics Call Select;
  Avidian Technologies Prophet; SSA Global software;
  Telemation e-CRM
• Electronic mail software — Astute Solutions Power Center; IBM Lotus Notes;
  Microsoft Outlook
• Network conferencing software — Active Data Online Web Chat; eStara Softphone;
  Parature eRealtime;
  Timpani Chat
• Spreadsheet software — Microsoft Excel

• Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services, including needs assessment, quality standards, and satisfaction evaluation.
• Clerical — Knowledge of administrative and clerical procedures and systems.
• English Language — Knowledge of English structure, grammar, and usage.
• Active Listening
  , Speaking
  , Service Orientation
  , Persuasion
  , Reading Comprehension
  , Critical Thinking
  , Writing
  , Coordination
  , Social Perceptiveness
  , Negotiation (and related cognitive abilities)

Skills include active listening, clear communication, problem solving, and the ability to work with customers to resolve issues. (No formal degree requirements provided in the original description.)

If this sounds like the right job for you, then use the button below to submit your resume. We look forward to receiving your application.