Customer Service Associate (225-617)

The Customer Service Associate is a crucial link between the company and its customers, tasked with ensuring a positive customer experience. This role requires a customer-centric mindset, exceptional communication skills, and the ability to resolve issues effectively and efficiently. As a Customer Service Associate, you will handle inbound and outbound customer interactions through various channels, such as phone, email, and chat. You will assist customers by answering questions, addressing complaints, processing orders, and providing information about products and services. Through your efforts, you will contribute to customer satisfaction, retention, and the overall success of the organization. This role is perfect for individuals who enjoy helping others and thrive in a dynamic, fast-paced environment.

Responsibilities

• Respond promptly to customer inquiries through phone, email, and chat communications.
• Resolve product or service issues by clarifying complaints and determining the cause.
• Provide accurate, valid, and complete information by using the right methods and tools.
• Maintain a positive and professional attitude toward customers at all times.
• Manage large amounts of incoming calls and emails in a timely manner.
• Assist customers by placing orders, canceling accounts, and handling order modifications.
• Build sustainable relationships and trust with customer accounts through open interactions.
• Keep records of customer interactions, transactions, comments, and complaints comprehensively.
• Inform customers about deals and promotions, enhancing their purchase experience.
• Follow communication procedures, guidelines, and company policies closely.
• Collaborate with team members to achieve better results and improve service delivery.
• Identify and escalate issues to supervisors for more complex problem resolution.

Requirements

• High school diploma or equivalent; additional education is a plus.
• Proven customer support experience or experience as a client service representative.
• Strong phone contact handling skills and active listening capabilities are needed.
• Familiarity with CRM systems and customer service industry best practices.
• Excellent communication and presentation skills, both written and spoken.
• Ability to multi-task, prioritize, and manage time effectively in stressful situations.
• Customer orientation and ability to adapt/respond quickly to different types of people.