Company Overview:

Advaya Fleet Inc is a leading SAAS company dedicated to providing exceptional services and delivering outstanding customer experiences. We pride ourselves on our commitment to excellence, integrity, and professionalism, and we are looking for passionate individuals to join our team and help us continue to exceed our customers’ expectations.

Position Overview:

We are seeking a friendly and enthusiastic Customer Service Representative to join our team. The Customer Service Representative will be responsible for providing prompt and courteous assistance to our valued customers, addressing inquiries, resolving issues, and ensuring customer satisfaction. The ideal candidate will have excellent communication skills, a positive attitude, and a strong commitment to delivering exceptional service.

Responsibilities:

1. Serve as the primary point of contact for customers, responding to inquiries via phone, email, and chat in a timely and professional manner.
2. Assist customers with product/service information, pricing, availability, order status, and other general inquiries, providing accurate and helpful responses.
3. Process customer orders, returns, exchanges, and refunds according to company policies and procedures, ensuring accuracy and efficiency.
4. Resolve customer complaints, concerns, and issues effectively, escalating complex problems to management as needed and following up to ensure satisfactory resolution.
5. Build and maintain strong relationships with customers, demonstrating empathy, patience, and understanding in all interactions.
6. Educate customers about product features, benefits, and usage, offering recommendations and solutions to meet their needs.
7. Coordinate with internal teams, including sales, logistics, and technical support, to address customer needs and ensure prompt resolution of issues.
8. Update and maintain customer account information, order records, and communication logs accurately in the CRM system.
9. Identify opportunities for process improvements and contribute ideas to enhance the customer experience and streamline operations.
10. Stay informed about company products, promotions, and policies, participating in ongoing training and development activities as required.

Qualifications:

1. High school diploma or equivalent required; associate’s or bachelor’s degree preferred.
2. Previous customer service experience in a fast-paced environment preferred.
3. Excellent communication skills, both verbal and written, with a professional and courteous demeanour.
4. Strong problem-solving skills and the ability to remain calm and composed under pressure.
5. Proficiency in computer applications, including Microsoft Office and CRM software (e.g., Click-up, Teams, Zendesk).
6. Ability to multitask, prioritize tasks, and manage time effectively to meet deadlines.
7. Positive attitude, team player mentality, and willingness to go above and beyond to exceed customer expectations.
8. Ability to adapt to change and embrace new technologies and processes.
9. Availability to work flexible hours, including evenings, weekends, and holidays as needed.

Benefits:

1. Competitive salary
2. Comprehensive benefits package, including health insurance, retirement plans, and paid time off
3. Opportunities for career advancement and professional development
4. Supportive and collaborative work environment with a focus on employee growth and success