Helpline Representative

Job Description

Andromeda Technologies is seeking a Helpline Representative who excels in communication skills, active listening, and call handling to deliver exceptional customer service. The ideal candidate will handle inbound customer calls with professionalism, politeness, and a strong focus on resolving issues effectively. This position requires one year of experience in a similar role, demonstrating the ability to manage customer inquiries related to services, billing, complaints, and general information with accuracy and empathy. The Helpline Representative plays a vital role in maintaining customer satisfaction by registering complaints, requests, and feedback precisely in the companys system, ensuring each case is tracked and handled appropriately. This role does not involve managing a team but requires strong individual accountability and a commitment to providing clear, step-by-step troubleshooting guidance for basic service issues.

Responsibilities
 

• Handle inbound customer calls in a professional, polite, and solution-focused manner to address service-related inquiries.
• Respond to questions and concerns about services, billing, complaints, and general information efficiently and courteously.
• Accurately document customer complaints, requests, and feedback in the companys system to ensure proper follow-up and record keeping.
• Provide step-by-step troubleshooting instructions to help customers resolve basic service problems independently.
• Maintain thorough knowledge of company services and policies to assist customers with accurate and up-to-date information.
• Follow established processes and guidelines to escalate complex issues when necessary, ensuring timely resolution.
• Demonstrate active listening to understand customer needs and provide empathetic support that builds trust and satisfaction.
• Keep detailed records of interactions and transactions, including comments and actions taken during calls.
• Continuously improve skills by staying informed about new products, services, and procedural updates from Andromeda Technologies.
• Work efficiently to meet or exceed individual performance targets related to call handling and customer satisfaction.
• Adhere to company policies and regulatory requirements related to customer data privacy and communication standards.