What does a Customer Service Representative really do? 

Imagine yourself going to work with one thing in your mind: to provide the best customer experience to your clients. Think of yourself as someone who will provide world-class service to our customers in an accurate, efficient, and respectful manner on every call as measured by different performance metrics. 

Roles and responsibilities:

• Deliver exceptional customer service by promptly addressing customer inquiries, resolving issues efficiently, and ensuring overall customer satisfaction;

• Research and provide accurate and timely responses to inquiries coming through phone, email, and live chat support channels;

• Navigate internal and external documentation and resources to provide world-class service;

• Identify and escalate priority or unresolved issues to appropriate internal teams;

• Route calls to the appropriate resources when necessary and document all customer interaction information according to standard operating procedures;

• Identify, troubleshoot, and communicate emerging trends and patterns in accomplished issues;

• Strive for high-standard customer satisfaction and experience and ensure that all calls are handled professionally based on the quality guidelines set by the client;

• Adhere to established protocols, KPIs, guidelines, and company policies to ensure consistent and standardized delivery of customer service;

• Foster a collaborative work environment by engaging with team members, supervisors, and other departments to resolve customer issues, share knowledge, and contribute to a positive team atmosphere;

• Participate in all mandated internal and external training and/or seminars; and

• Get to know, understand, and comply with TaskUs’ policies and procedures.

Technical skills and qualifications:

• Computer literate and proficient in the use of Windows OS, Apple OS, Microsoft Office, and Google applications

• Familiar with customer support software, including Zendesk, Slack, and internal troubleshooting tools to resolve issues 

• Fluent in the English & Spanish languages, as well as reading and writing

• Must be at least a high school graduate

Soft skills:

• Problem-solving and critical-thinking skills

• Great communication skills, written and oral

• Must be adaptable and flexible, demonstrating abilities to work with process and information changes

• Empathic toward customers and can maintain a customer-centric approach 

• Team player: acts as a key participant within the internal team and broader company by taking part in department initiatives, providing feedback/updates, promoting collaborative solutions, and supporting colleagues/departments 

• Open to feedback, eager to learn, and can show improvement

Personality traits required:

• Resilient, calm, and professional when dealing with challenging situations

• Adaptable to a dynamically changing business 

• Trustworthy and reliable with a high level of integrity

• Resourceful, high attention to detail, and the ability to multitask

What’s in it for you?

• Competitive salary

• Great benefits package

• Professional growth opportunities with the chance to learn from many different functions

• A fun and inclusive workplace

About Us

TaskUs is a leading provider of outsourced digital services and next-generation customer experience to the world’s most innovative companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery and ride-sharing, Technology, FinTech, and HealthTech. As of March 2023, TaskUs had a worldwide headcount of approximately 47,700 people across 27 locations in 13 countries, including the United States, the Philippines, and India.