Customer Service Representative (225-927)

A Customer Service Representative (CSR) is a pivotal role within a company, responsible for maintaining client satisfaction through effective communication and problem-solving skills. The ideal candidate must possess the ability to handle complaints, offer appropriate solutions, and ensure customers feel valued and heard. As the face of the company, a CSR helps build and maintain a positive company image, fostering trust and loyalty among customers. By understanding each client's unique needs, the CSR aims to exceed expectations and contribute to the company's overall success. This role demands patience, empathy, and a keen attention to detail, requiring one to multitask effectively in a fast-paced environment.

Responsibilities

• Answer customer inquiries promptly through phone, email, or chat communications.
• Identify and assess customers’ needs to achieve satisfaction consistently.
• Provide accurate, valid, and complete information by using the right tools.
• Follow communication procedures, guidelines, and policies to maintain service standards.
• Resolve product or service challenges by clarifying customer complaints effectively.
• Keep detailed records of customer interactions, processing accounts, and filing documents.
• Initiate follow-up actions to ensure problem resolution while maintaining positive client relations.
• Escalate unresolved issues to the appropriate internal teams when necessary.
• Collaborate with team members and departments to enhance customer service experience.
• Inform customers about the latest products, deals, and promotions to support sales.
• Monitor and report recurring issues for continuous service improvement efforts.
• Aim to meet and exceed customer service metrics and performance indicators.

Requirements

• Proven customer support experience or experience as a Client Service Representative.
• Strong phone contact handling skills and active listening abilities.
• Familiarity with CRM systems and practices to ensure efficient service management.
• Excellent communication skills in English; additional languages are a plus.
• Ability to multitask, prioritize, and manage time efficiently in a dynamic environment.
• Customer-focused mindset with the ability to adapt/respond to different types of characters.
• High school diploma or equivalent; additional qualifications will be advantageous.