Customer Service Representative

• Monitors performance of customer assets and information across all IJM product applications to ensure responsiveness, and compliance to customer request. 
• Resolves the most difficult customer relations situations involving upset and dissatisfied customers and requiring a high degree of sensitivity and use of sound independent judgment and resolves complaints where appropriate.
• Reviews and approves customer correspondence and responds to internal and external customer calls as appropriate, or due to an escalated customer concern; reviews account records and history, issues or approves adjustments to customer accounts to correct errors or resolve escalated disputes.
• Provide accurate, valid and complete information by using the right methods/tools.
• Meet personal/customer service team sales targets and call handling quotas. 
• Providing introductory information to prospective and new customers.
• Following up with clients or customers by phone or email to check that they’re still satisfied with their purchases.
• Letting customers know about additional products or services that might benefit them.

Requirements:

• A minimum of a bachelor's degree in customer service, communications, or a related field.
• Strong problem-solving skills with the ability to handle difficult customer situations professionally and with sensitivity.
• Excellent communication skills, both verbal and written, for effective correspondence with customers and internal teams.
• Ability to review account records, analyze customer concerns, and approve necessary adjustments to resolve disputes.
• Strong attention to detail and organizational skills for tracking customer interactions and follow-ups.
• Ability to work independently and exercise sound judgment in resolving customer concerns.
• A proactive approach in introducing new products or services to customers that may benefit them.