Customer Service Agent (225-618)

As a Customer Service Agent, you will serve as the core contact point for customers seeking assistance and resolution of inquiries and issues. You will be responsible for providing top-notch service by addressing queries with professionalism, empathy, and efficiency, ensuring customer satisfaction and loyalty. You will interact across various communication channels including phone, email, chat, and social media to ensure every customer receives timely support. Your role demands proficient problem-solving skills, the ability to assess complex situations, and a knack for de-escalating tensions. Your success will contribute significantly to customer retention and brand reputation, making customer service a pivotal part of our organization.

Responsibilities

• Respond promptly to customer inquiries across multiple communication platforms.
• Resolve product or service issues through diagnostic questioning and problem-solving.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Document and handle customer feedback to improve services and products.
• Coordinate with internal teams to address complex customer issues effectively.
• Inform customers about new products and services to enhance their experience.
• Identify trends in customer service inquiries and report potential improvements.
• Utilize CRM systems effectively to record and analyze customer interactions.
• Meet or exceed specified service level agreements and performance metrics.
• Follow up on customer interactions to ensure issue resolution and satisfaction.
• Provide detailed information regarding company policies and processes as needed.
• Engage in continuous learning and development opportunities to improve skills.

Requirements

• High school diploma or equivalent; university degree preferred.
• Minimum of 1-2 years experience in customer service or related field.
• Excellent verbal and written communication skills are essential.
• Strong problem-solving skills and the ability to remain calm under pressure.
• Proficiency in using CRM software and Microsoft Office suite.
• Ability to work flexible shifts including weekends and holidays if needed.
• Experience in engaging with diverse customer personalities and backgrounds.
• Empathetic nature with a genuine interest in helping and supporting customers.
• Capable of multitasking while prioritizing the most urgent tasks efficiently.