Customer Care Agent

Y-Prime, LLC • Malvern, PA

6h

About The Position

As a Customer Care Agent within the Professional, Scientific, and Technical Services industry, you will serve as the primary point of contact for clients seeking assistance, information, and solutions related to our services. Your role is critical in ensuring customer satisfaction by addressing inquiries promptly, resolving issues efficiently, and providing accurate information. You will collaborate closely with internal teams to escalate and follow up on complex cases, ensuring a seamless customer experience. This position demands a proactive approach to understanding customer needs and delivering tailored support that aligns with company standards. Ultimately, your efforts will contribute to building long-term client relationships and enhancing the company’s reputation for exceptional service.

Requirements

• Thrives in a fast-paced, dynamic environment
• A team player who puts the success of the team first
• Motivated by helping clients and finds satisfaction in helping to resolve the issues of others
• A resourceful problem-solver who seeks out effective and efficient solutions
• Even keeled, not easily ruffled under pressure
• Savvy with technology
• Friendly, service-oriented attitude
• Strong written and verbal communication skills
• Ability to pay attention to detail
• Ability to identify and solve problems in an efficient and effective manner
• Ability to work independently with little to no supervision
• Proficient in MS Office applications required
• Experience in a call center environment preferred

Nice To Haves

• Prior technical support experience preferred, especially in healthcare, life sciences or related field
• Multilingual skills a plus

Responsibilities

• Provide support to system users in multiple countries via the telephone and email
• Builds professional rapport with internal and external clients by demonstrating empathy and strong communication skills
• Follow up with customers to ensure full resolution; providing timely updates of progress along the way
• Clearly document all communication with system users
• Escalate system issues to Customer Care Analysts when necessary for resolution
• Provide the highest level of support to users of the systems by fielding inbound inquiries and utilizing proactive communication as necessary
• Effectively manage issues and the escalation of issues and eventual resolution within agreed upon SLA’s

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees