Customer Service Representative

Job Summary

The Customer Service Representative (CSR) serves as the primary point of contact for customers in a call center environment. This roleis responsible fordelivering exceptional service, managing transactions, resolving inquiries, and ensuring adherence to company policies, service standards, and performance metrics.

Essential Duties and Responsibilities

• Respond to incoming customer calls promptly and courteously to ensure a positive service experience.

• Process customer transactions,including payments, refunds, and account updates,with accuracy and professionalism.

• Accurately document customer interactions, transactions, and relevant data in the system tomaintainhigh data integrity.

• Address customer questions,troubleshootissues, and escalate complex cases when necessary to ensuretimelyand effective resolution.

• Provide clear andaccurateinformationregardingproducts, fare media, programs, and related services.

• Ensure compliance with company policies, regulatory requirements, and internal procedures, including proper recordkeeping.

• Meet or exceed establishedKPIs, including call handling time, first-call resolution, and transaction accuracy, whilemaintainingsuperior service quality.

Background and Experience

• High school diploma or equivalent required.

• Previouscustomer service experience,preferably in a call center, retail, or high-volume service environment,is strongly preferred.

• Strong communication,problem-solving, and interpersonal skills with the ability to manage challenging situationsprofessionally.

• Proficiencyin computer systems and dataentry;experience using CRM or call center platforms is a plus.

• Availability to work extended hours, weekends, or holidays based on business needs.