Customer Service Representative

As a Customer Service Representative at Mable Therapy, your responsibilities will include responding promptly to client inquiries, collaborating with therapists and departments to address client needs, maintaining accurate records in our CRM system (Hubspot), adhering to communication policies, and supporting ongoing projects aimed at enhancing service delivery.

To be considered for the Customer Service Representative role at Mable Therapy, you should possess proven customer service experience, particularly in tech-enabled environments like healthcare or education. Additionally, exceptional communication, interpersonal, and problem-solving skills are essential, along with a proactive and empathetic mindset.

In your role as a Customer Service Representative at Mable Therapy, enhancing customer satisfaction involves providing outstanding service to meet client needs effectively, responding to inquiries across all communication channels, and actively participating in team meetings to contribute ideas for process improvements.

Essential skills for a Customer Service Representative at Mable Therapy include exceptional communication abilities, strong interpersonal skills, effective problem-solving capabilities, and the adaptability to manage multiple priorities. A good work ethic and attention to detail are also crucial in this role.

As a Customer Service Representative at Mable Therapy, you'll enjoy various benefits, including access to a private healthcare plan, pension plans, training and development opportunities, and the flexibility of a hybrid work environment, allowing you to balance time between the office and home.

To manage a difficult customer interaction, I would actively listen to the customer's concerns, express empathy for their situation, and assure them that I am here to help. I would aim to resolve the issue promptly while maintaining a calm and positive demeanor throughout the conversation.

Certainly! In a previous role, a customer reached out with an urgent issue. I not only addressed their concern quickly but also followed up with them the next day to ensure everything was resolved to their satisfaction. This initiative led to positive feedback and strengthened their trust in our services.

To stay organized while managing multiple inquiries, I prioritize tasks based on urgency, use notes or CRM features to track ongoing conversations, and set reminders to ensure no request falls through the cracks. This approach ensures that I can respond efficiently and accurately to all clients.

I believe in proactive learning. I would take the initiative to explore available training resources, attend team meetings, and ask for guidance from colleagues. Staying informed about new products or services ensures that I can confidently provide accurate information to clients.

Excellent customer service means understanding and addressing customer needs effectively while fostering a positive experience. It involves empathy, prompt communication, and a commitment to resolving issues to ensure client satisfaction and loyalty.

I approach feedback with an open mind, viewing it as an opportunity to improve. I listen closely to the client's concerns, reflect on their feedback, and take actions to enhance my service in the future. This way, I turn criticism into a valuable learning experience.

In my prior work experiences, I regularly used various CRM systems to manage client inquiries and maintain accurate records. While I am familiar with Hubspot, I am eager to learn more about its features and functionalities to maximize its use in enhancing customer service.

Collaboration is key in customer service. I make it a point to communicate openly with team members and other departments. By sharing insights, gathering feedback, and working together on solutions, we can collectively enhance the customer experience and address any issues more effectively.

I find great satisfaction in helping others and making a positive impact. Being in customer service allows me to engage directly with clients, address their concerns, and contribute to their happiness, which motivates me to continuously improve my skills and service.

My biggest strength in a customer service role is my ability to empathize and connect with clients. I genuinely care about their experience, and this empathy drives me to provide thoughtful and effective solutions to their inquiries and challenges.