Customer Service Representative (225-1010)

The role of a Customer Service Representative is pivotal in ensuring customer satisfaction and retention. As a key point of contact, the representative addresses customer inquiries, resolves various issues, and provides product or service information. They are the backbone of the service delivery team, dedicated to promoting a high level of customer satisfaction and loyalty. Customer Service Representatives are responsible for maintaining a positive relationship with customers through attentive and empathetic communication. The position requires a person who is detail-oriented, efficient, and has exceptional communication skills. Being well-versed in the company's products and services is essential, as is the ability to handle multiple tasks and adapt to various customer personalities and situations. Enthusiasm, patience, and a proactive approach to problem-solving ensure that customers have a positive experience every time they reach out for assistance.

Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, or chat.
• Provide accurate and comprehensive information about products and services.
• Resolve customer complaints and issues efficiently and with empathy.
• Process orders, forms, applications, and requests with attention to detail.
• Maintain a detailed and organized record of customer interactions and transactions.
• Collaborate with team members to improve customer service processes.
• Educate customers on self-service options to enhance their service experience.
• Identify and assess customers' needs to achieve customer satisfaction.
• Escalate unresolved issues to the appropriate internal departments when necessary.
• Ensure follow-up with clients to guarantee their issues have been resolved effectively.
• Provide feedback on the efficiency of the customer service process.
• Stay updated with changes in product and service offerings and communicate them to customers.

Requirements

• High school diploma or equivalent; additional education is a plus.
• Proven customer support experience or experience in a client service role.
• Strong phone contact handling skills and active listening abilities.
• Excellent verbal and written communication skills in English.
• Familiarity with CRM systems and practices is advantageous.
• Customer orientation with the ability to adapt/respond to different characters.
• Ability to multitask, prioritize, and manage time effectively.