Customer Service Representative (225-826)

A Customer Service Representative acts as the primary liaison between a company and its customers. These professionals are responsible for managing customer inquiries, resolving customer complaints, and ensuring a high level of customer satisfaction. They are skilled in communication and problem-solving, allowing them to address various customer service issues efficiently. Customer service representatives are often the first point of contact, whether via phone, email, or live chat, and they must maintain a positive, empathetic, and professional attitude toward customers at all times. By understanding the products and services of the company, they provide accurate information, handle returns, and process orders, contributing significantly to a company’s reputation and customer loyalty.

Responsibilities

• Answer incoming calls and respond to customer’s emails and inquiries promptly.
• Identify and assess customers’ needs to achieve satisfaction and retention.
• Provide accurate, valid, and complete information using proper tools and methods.
• Handle customer complaints, provide appropriate solutions and alternatives promptly.
• Maintain a positive, empathetic, and professional attitude toward all customers.
• Process orders, returns, and exchanges efficiently and in a timely manner.
• Follow communication procedures, guidelines, and policies as required by the company.
• Assist with placement of orders, refunds, or exchanges and provide necessary information.
• Communicate with customers through various channels, including phone, email, and chat.
• Ensure customer satisfaction and provide professional customer support at all times.
• Keep records of customer interactions and process customer accounts accurately.
• Collaborate with the team to improve customer service and create best practices.

Requirements

• High school diploma or equivalent; a degree is a plus.
• Proven customer support experience or experience in a similar role.
• Strong phone contact handling skills and active listening capabilities.
• Familiarity with CRM systems and practices for efficient reporting.
• Excellent communication and presentation skills are essential.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Customer orientation and ability to adapt/respond to different types of characters.