Customer Support Representative I

Company Overview

Rapiscan, part of OSI Systems, Inc., is a global leader delivering advanced technologies, services, and expertise essential for detecting threats, securing commerce, and safeguarding communities worldwide. With over 100,000 scanning systems deployed internationally, the company supports customs agencies, border security, aviation authorities, law enforcement, military, and security professionals in fighting terrorism, smuggling, and fraud.

Role Summary and Responsibilities

We seek a committed and professional Customer Service Representative to join our global call center team. The successful candidate will excel in providing outstanding service across multiple channels including calls, emails, and chats. Responsibilities include efficiently handling a high volume of customer interactions, addressing transactional requests such as sales orders and quotes, and using analytical skills to resolve customer issues while upholding company values through flexible shift work.

Key Duties

• Manage numerous customer communications promptly and professionally across voice, email, and chat channels globally.
• Thoroughly assess customer inquiries to identify and implement the best solutions with strong problem-solving abilities.
• Clearly communicate accurate information regarding products, services, and policies.
• Process requests such as Sales Orders, Quotes, Work Orders, and Return Merchandise Authorizations accurately and swiftly.
• Ensure quality and accuracy in all transactional and communication responsibilities.
• Adapt to shifting priorities and multitask according to business demands.
• Collaborate effectively with internal teams including Logistics, Sales, and Operations to resolve issues and facilitate seamless service.
• Report to the Customer Service Team Lead on progress and escalate complex matters when necessary.
• Demonstrate adherence to company values and standard operating procedures in all interactions.

Qualifications and Experience

• Graduation degree in any discipline is required.
• At least 2 years of experience in a contact center environment is mandatory.
• Outstanding verbal and written communication skills with professionalism and empathy.
• Strong dedication to maintaining high quality standards in service delivery.

Technical Skills (Preferred)

• Familiarity with Contact Center and CRM platforms such as Microsoft D365, Service Max, Microsoft CRM, or Genesys is advantageous.

Working Conditions

• Standard 5-day workweek with 2 rotational off days.
• Flexibility to work in rotating shifts required to support worldwide operations.
• Preference for candidates able to cover key business hours in GMT and PST time zones.