Monark Group is committed to helping great ideas live up to their fullest potential. Our diverse team delivers world-class solutions across a diverse array of emerging & established lines of business.

At Monark, you will do work that matters with people that are committed to helping our vision become a reality. Projects at Monark have an impact on the communities that our team members live, work & play in.

As our Customer Service Representative, you will be responsible tomanage customer support related queries. You will also be required to process orders, modifications, address and resolve grievances across various communication channels. Your goal would be to provide the best in class customer service experience and make a positive impact on their lives through their journey with us.

What will you do:

• Develop an in depth understanding of our business so you can act as a trusted advisor to our clients
• Respond promptly to customer inquiries and provide live support via phone, email, web and chat
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Process orders, forms, applications, and requests
• Keep records of customer interactions, transactions, comments, and complaints
• Communicate and coordinate with colleagues, as necessary
• Provide feedback on the efficiency of the customer service process
• Proactively identify methods to improve the customer experience and contribute towards other initiatives related to process improvements or business development
• Create and update process documentation as required
• Proactively identify opportunities to increase revenue
  
• Other duties as required

In order to be successful, you bring:

• Proven experience in a contact center, customer support or sales environment that includes exposure to quality assurance & learning and development programs
• Education: high school degree is required; University degree is preferred
  
• Excellent verbal and written communication skills, with solid command of English grammar, spelling and punctuation.
• You are energetic, adaptable, creative, collaborative and possess strong critical thinking skills
• Familiar with enterprise-level chat & voice platforms