Remote - Client Service Representative (Customer Services)

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Requirements:

• Technological Requirements: Dedicated home workspace needed; equipment details will be sent via email during the interview process.
• Comfortable working remotely in Eastern Time Zone for 08 hour shift with 30 mins unpaid lunch and two 15 mins paid breaks.
• Availability for Monday to Friday from 10:00 AM to 07:00 PM Eastern Time.
• 1-2 years' experience of customer services in B2C focused financial and banking services industry.
• Knowledge of the United States credit industry including credit cards, line of credit, personal loans.
• Customer first orientation and being empathetic to their needs.
• Excellent communication skills and solution-oriented mindset.
• Hunger to learn and equip self with TCP’s technological suite.

Responsibilities:

• Respond to customer inquiries and requests over the phone, email and chat based on SOPs.
• Utilize TCP’s tech tools suite (Microsoft Suite, Salesforce, ZOHO, Hodu) in day-to-day operations.
• Escalate and distribute customer issues to relevant departments as per guidelines.
• Record, review and follow-up on requests and resolutions.
• Investigate and research solutions.
• Update customer records during conversations.
• Meet and exceed quantitative metrics and KPIs including client facing time, call quality and occupancy.