Customer Service Associate (225-728)

A Customer Service Associate plays a vital role in ensuring the satisfaction and retention of a company's clients. They serve as the primary point of contact for customers, addressing inquiries, resolving complaints, and providing guidance on product and service usage. With a customer-focused attitude and adept communication skills, a Customer Service Associate listens to the needs and concerns of clients, offering tailored solutions to meet their expectations. This role demands patience, empathy, and the ability to handle challenging situations gracefully. The ideal candidate will utilize their problem-solving skills to make impactful decisions that enhance the customer experience, ultimately contributing to the company’s reputation and success.

Responsibilities

• Handle customer inquiries promptly and effectively, ensuring all questions are addressed.
• Resolve product or service issues by identifying problems and offering solutions.
• Maintain a positive, empathetic, and professional attitude toward all customers.
• Keep accurate records of customer interactions, transactions, and comments for future reference.
• Assist customers by providing information about products or services and clarifying doubts.
• Communicate with internal teams to expedite the resolution of complex customer issues.
• Upsell products and services to customers when appropriate, promoting additional revenue.
• Follow communication procedures, guidelines, and company policies at all times.
• Attend training sessions to stay updated on new products, services, and customer service protocols.
• Identify customer needs and refer to appropriate departments for additional support or solutions.
• Work proactively to reduce potential product or service issues that may arise.
• Gather customer feedback and provide actionable insights to improve service delivery.

Requirements

• High school diploma or equivalent, with a preference for a bachelor's degree.
• Proven customer service experience or experience as a Client Service Representative.
• Strong telephone handling skills and active listening capabilities.
• Familiarity with CRM systems and practices is beneficial.
• Excellent communication and interpersonal skills to interact effectively with customers.
• Ability to multi-task, prioritize, and manage time effectively under pressure.
• Customer orientation and ability to adapt/respond to different types of personalities.