Customer Support Agent Inbound/Outbound Calls

Kelly is a staffing company dedicated to providing limitless opportunities to enrich lives. They are seeking a Customer Support Agent to respond to customer inquiries and ensure exceptional care and support in a collaborative environment. Responsibilities Respond to customer inquiries and complaints via phone, mail, email, and chat with professionalism and empathy Document and classify product complaints accurately in line with North American regulatory guidelines Compose written communications to acknowledge complaints and provide resolution updates Enter consumer information and call details into the complaint management system with attention to accuracy Classify product complaints according to Standard Operating Procedures (SOP) Escalate critical complaints to Quality and Pharmacovigilance teams for further investigation Serve as the first point of contact for escalated consumer issues Work closely with cross-functional teams to ensure quality and responsiveness Skills Strong college background; recent graduates encouraged to apply (high school diploma required) 1 year of customer service experience Excellent verbal and written communication skills, including letter composition Proficient in managing multiple computer systems; experience with Genesys, Salesforce, and Microsoft Office is a plus Strong organizational and multitasking abilities Capable of working independently and collaboratively in a small team Demonstrates urgency and accountability in resolving consumer concerns Benefits Medical Dental Vision Telemedicine Term life Whole life Accident insurance Critical illness A legal plan Short-term disability Retirement savings plan Service bonus Holiday pay plans (earn up to eight paid holidays per benefit year) Transit spending account Paid sick leave under the applicable state or local plan Company Overview We’ve been helping organizations find the people they need longer than any other company in the world. It was founded in 1946, and is headquartered in Troy, Michigan, USA, with a workforce of 10001+ employees. Its website is